Job Title: Customer Experience Executive
Business Area: 1st Class Holidays Limited
Location: This role is based out of our office in Manchester - Trafford House, Old Trafford, Manchester, M32 0RS - Easy accessible via train/tram, bus and car (Free Parking). However, we offer a hybrid approach of working with a mixture of home-working and office-working.
About us:
We are a Manchester-based award-winning Holiday Company, specialising in tailormade holidays to Canada, the USA, South Africa, Islands, Australia and New Zealand. Established more than 27 years ago, our passionate team of management and staff have a genuine love for what they do: making people’s dream holidays become a reality. We have first-hand experiences of the destinations we offer; the advice and tips we can give you are based on a reliable wealth of knowledge that we’ve garnered from our own travels.
The Role:
You will be responsible for the effective and efficient management of all Customer Service functions. You will ensure that all functions are carried out in a way that provides excellent service for our customers and maintains maximum profitability for the company.
Key Responsibilities:
- Be the lead person in all aspects of Customer Service and the Customer Service Journey monitor feedback from agents and direct customers.
- Take full responsibility for all post travel Customer Service matters, ensuring all issues are fully investigated and written replies are given within our set timescales.
- Deal promptly with in-resort issues and questions, liaising with service providers and clients to ensure that the matter is dealt with and resolved in a timely manner.
- Work closely with other internal departments to constantly review product and procedures and be reactive when changes are required.
- Monitor all client questionnaires, responding to comments where necessary.
- Have a clear understanding of travel industry regulations/legalities and always operate with company and industry guidelines.
- Help to provide the added extras that our VIP clients expect to receive Arrange additional services, including (but no limited to) babysitting services, restaurant reservations, airport transfers/parking, private guides etc Be part of the Duty Manager/Out of Hours team.
- Crisis Management, provide assistance to clients & internal teams in the event of any external crisis that may arise.
- Any other duties that may arise.
About You:
We are looking for a positive individual with experience and passion for selling tailor-made long-haul holidays. Previous experience working for a retail travel agent or long-haul operator would be an advantage.
Skills & Experience:
- Solid travel background with excellent proven customer service experience Confident telephone manner.
- Excellent communication skills both verbal and written.
- Experience in resolving challenging situations, in verbal and written form.
- Must be highly organised and have the ability to use own initiative.
- Accuracy, attention to detail and strong grammatical skills are a must.
- Must be able to work to strict deadlines.
- Must be flexible and a team player.
- Must be able to provide a professional and sympathetic approach to all issues
What you'll get in return:
• Holidays – 25 days plus Bank Holidays. Plus, one extra holiday for every year of service - up to 5.
• PERKS Benefits Platform – access to discounts and cashback with hundreds of retailers.
• FAM Trips Opportunities.
• Casual Dress Code.
• Commission Incentives.
• Free Parking.
• Access to staff travel discount websites.
Contract / Working Hours:
Full-time (38.75 hours per week) Core hours of 08.55am – 5.40pm however flexibility will be required from time to time, 5 days between Monday & Saturday based at Trafford House, Old Trafford, Manchester. Please email your CV to [email protected] with a cover letter giving details of why you think you may be suited to this role and your salary expectations.
No agencies, please.
