Customer Experience Executives

3 weeks ago

York North Yorkshire, United Kingdom Inntravel Limited Full time

Inntravel is a widely respected, leading provider of ‘at your own pace’ self-guided walking, cycling and other activity holidays across Europe. This is an exciting time to take on a role with us as we are benefiting from long-term investment to achieve ambitious growth targets, deliver digital transformation projects and retain our place as market leader in the self-guided walking holiday market.

You will be part of our bright future, our mission envisions our holidays serving as catalysts for personal growth, environmental awareness, and fostering meaningful connections with both nature and people.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This is a hybrid role with a minimum of 2 days per week in our Whitwell-on-the-Hill office. Due to the beautiful remote location, access to your own transport is essential. Work life balance is important to us and so we are open to discussion on flexible working patterns and part-time working (minimum 4 days per week).

Role:

Our primary aim is to deliver the best possible experience to our customers throughout their journey and this is the key driver for everyone at Inntravel.

The Customer Services teams are key to maintaining and improving Inntravel’s reputation for providing first class customer service. Delivering expert and personal service, they are responsible for promoting and upholding Inntravel’s values and beliefs and ensuring we deliver on our Customer Charter and make it worth it.

The Customer Experience Execs are the face of the company and deal with all customer feedback points throughout their journey both pre, on and post-holiday.

Additionally, the Customer Experience Execs handle customer complaints involving understanding where things went wrong, finding solutions for the customer and communicating with different departments on how we can improve overall customer experience.

The team is responsible for collecting accurate information to ensure we are able to deal with our customers effectively and efficiently. Whilst also creating feedback loops within the business so we all learn from our customers.

  • Provide exceptional customer service to travellers, addressing inquiries and resolving issues promptly and efficiently.
  • Contact the customer to obtain any outstanding feedback if required.
  • Handle customer complaints and concerns with empathy.
  • Document complaint details, resolutions, and any compensation provided.
  • Collaborate with other departments, such as Operations, Product, Marketing and Sales, to ensure seamless customer experiences throughout the customer journey. Including action plans and implementing process improvements.
  • Recommend changes to policies, procedures, and services based on customer feedback.
  • Maintain accurate and detailed records of customer interactions and transactions, both written and verbal to provide the business with insights.
  • Meet or exceed established performance metrics, including customer satisfaction ratings and response times.
  • Analyse feedback to identify trends, strengths, and areas for improvement.
  • Maintain clear and transparent communication with customers throughout the resolution process.
  • Generate reports summarizing customer feedback, complaints, and resolutions.
  • Present findings to relevant departments to drive continuous improvement.
  • Actively contribute to a culture of excellence and customer-centricity.
  • “Make it worth it”
  • Continually enhance product knowledge through personal research, attending product briefings, and overseas familiarisation visits.
  • Undertake additional training in central reservation systems, IT, sales and customer service techniques and other relevant areas as required.

Person:

  • An ability to prioritise the needs and satisfaction of customers, anticipating their concerns and proactively addressing them.
  • Ability to handle stressful situations in a calm manner and resolve conflicts professionally.
  • Excellent telephone and inter-personal skills with an ability to work effectively both in a team and independently.
  • Clear and concise verbal communication, with high proficiency in written communication for emails, chat, and documentation
  • Highly motivated and flexible, with an ability to quickly identify and resolve issues to ensure a positive customer experience.
  • High level of computer literacy and numeracy.
  • Demonstrate an ability to empathise with customer concerns and frustrations especially in challenging situations.
  • Working knowledge of the Package Travel Regulations.
  • Proactive change mindset and ability to identify process improvement.
  • Good attention to detail and process driven.

We aim to inspire individual discovery 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.

Inntravel is part of Hotelplan UK, 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 Laplandholidays with Inghams andSanta’s 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.

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