Customer Experience Consultant

Explore is an adventure travel expert focused on sustainable small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures to walking wildlife and cycling trips. With around 100 countries to choose from our customers explore the world with us. Join us on our journey creating extraordinary travel experiences for all.At the heart of all of this is a passion to travel responsibly. We aim to always be welcomed back for communities and cultures to benefit and wildlife to a complicated world thats full of potential we strive to be better than yesterday.We put people at the heart of everything we do and are proud of the extensive benefits we offer.This role is based in Farnborough Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week). Working hours: Weekdays: 09:00-17:30 or 10:30-19:00 Saturday 09:00-17:30 Sunday 10:00-16:00 Working 2 to 3 weekend days a month usually in a in/off weekly pattern but this can be amended based on staffing levels.Salary: 26000About the role:Studiesshow that a large part of the enjoyment of a holiday is in the anticipationyoull be responsible for providing exceptional customer service managingbookings from the point of confirmation right through to the departure managing all post-sales queries and information and liaising withproduct team and ground agents to ensure the correct information is all updates and changes to bookings to deliver the ultimate holidayexperience. Key Responsibilities:Deliver personalised customer service and support of the highest level at all timesProfessionally handle incoming requests from customers and colleagues ensuring that requests are resolved both promptly and thoroughlyTo ensure all customer team queries & administrative tasks assigned to you are responded to in line with team KPI guidelinesWork with commercial team to ensure customers have the best possible group experience offering alternatives where necessaryWork with product team to implement trip changes/improvementsResponsible for executing all customer service tasks within reservation systemContinuously evaluate and identify opportunities to drive process improvementsEnsuring a customer focused approach is adopted in all assigned responsibilitiesGood relationships with product team to ensure trip information is correct and availableGood communication with ground agents when necessary to ensure the smoothest transfer of informationTake sales enquiries through all channels when requiredA flexible attitude in the undertaking of all tasks is paramountAm I the right person We are looking for your application to demonstrate:Passion for sustainable adventure travelEnergetic enthusiastic and a strong desire to exceed customer expectationsStrong communication and interpersonal skillsEffective planning prioritising and organising of workloadAccuracy quality and attention to detailStrong team playerProven results in maximising sales (desirable)Experience in computer booking systems preferably within travel (desirable)Extensive travel experience or travel industry experience (desirable)GDS experience (desirable)We aim to be better than yesterday and our values will be close to your heart.Diversity is to be celebrated. Life would be dreary and change would be slow if we all thought the same way. We challenge our ideas each other and our business partners - always with respect and kindness. Explore is part of Hotelplan Group a well-established and diverse family of specialist tour operators with a long tradition of developing and operating market-leading experiences. The family comprises ski walking and Lapland holidays with Inghams and Santas Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do and should be a passion for everyone employed by the group. Key Skills Computer Science,user experience,User Interface,SME,CSS,Interaction Design,Windows,Android,Usability Studies,Visual Design,HTML,User Research,JavaScript,Web Services,Wireframes Employment Type : Full Time Experience: years Vacancy: 1