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Customer Experience Consultant

2 months ago

Clapham, United Kingdom Oliver's Travels Full time

We’re Oliver’s Travels and we’re passionate about making travel extraordinary. Our dedication has been rewarded through multiple awards, including the Conde Nast Traveller Readers’ Awards Top 10 Villa Rental Companies and we have recently been named in the Sunday Times Fast Track 100 companies.


We are currently looking for a proactive and results-driven Customer Experience Consultant to join our team. The successful candidate will be driving sales for holiday villa rentals in stunning locations, ensuring top-notch customer service, and creating positive outcomes for both the customer and Oliver's Travels.


Salary: £26,500

Our office is open 7days a week from 8am to 8pm on a shift basis.


What you’ll be doing:

  • Facilitate the confirmation of on-line bookings by liaising with customers and owners.
  • Dealing day to day with queries on existing bookings whilst providing a professional experience to our customers and owners.
  • Dealing day to day with customer queries and complaints, providing a high level of customer service in an empathetic and understanding manner.
  • Responding to booking requests & allocating funds to bookings.
  • Data entry to suppliers, agents, owners and review portals.
  • Assigning opportunities to team members and delegating queries.
  • To escalate and share queries as they arise to ensure that problems are identified and solutions are found.
  • Taking ownership of accessing information from a variety of sources to respond effectively to customer & owner enquiries.
  • To liaise with owners and suppliers to ensure smooth transition of all bookings.
  • To assist with making bookings at peak times of the year.

What you need (Experience & Skills):

  • Ability to work under pressure and deliver excellent standards of customer service.
  • To be numerate and confident with numbers, calculating booking fees, commissions and have the ability to spot and rectify pricing issues.
  • Exceptional listening & communication skills.
  • Need to be highly organised and methodical with excellent attention to detail.
  • First class English language skills both written and verbal.
  • Confidence, patience, politeness, tact, & diplomacy required when dealing with difficult situations.
  • Creative thinking to be able to come up with new ideas to improve processes.
  • Outstanding people skills and an impressive client focus to build relationships with clients and owners alike.
  • A passion for boutique and luxury travel.


We’d also love to see (but it’s not required):

  • Previous experience at a villa company / boutique travel role.
  • Previous knowledge of Salesforce.
  • Fluency in French.


What we offer:

  • Flexible working - work from anywhere on the planet for up to 4 weeks per year.
  • £1000 Oliver’s Travels holiday credit for every year you work with us
  • 25 days of annual leave, plus bank holidays, plus one extra day leave for every year you are with us
  • Monthly company socials and guaranteed awesome Summer and Christmas parties
  • Free breakfast, nibbles, delicious drinks, all on us
  • Headquarters in our newly refurbished offices in Clapham.
  • Team of 100 ... and growing fast
  • Great working environment - team of hard working and passionate travellers from around the world.
  • Office dogs - bring your buddies along


Application Process:

  • Please upload your CV and cover letter to your application.
  • First interviews will be conducted through Microsoft Teams.
  • Following interview(s) will be held at our offices in Clapham.


We welcome and encourage candidates to apply, even if they do not meet all the listed requirements.


Oliver’s Travels is an equal-opportunity employer and does not discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability.


If you require any adjustments to participate fully in the application process or to perform the duties of the position you're applying for, please do ensure to let us know. We are dedicated to accommodating your needs to ensure a fair and inclusive recruitment process. Please email: jobs@oliverstravels.com.