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Customer Experience Specialist

4 months ago

Farringdon, United Kingdom Your Golf Travel Full time

Part of the Palatinate Group, Your Golf Travel is one the world's largest niche travel businesses, offering golf breaks and golf holidays to over 3,000 destinations in 22 countries throughout the UK, Ireland, Europe and the Rest of the World. Since our inception in 2004 we have experienced rapid growth and are now a team of over 150 based out of our London and Brighton offices. Along the way we have built some truly amazing relationships with our suppliers and customers, have developed a huge range of incredible travel products and experiences, won countless awards...and we are just getting started

What makes us unique? Our people. Our employees are the life of our business and by joining our team you will become part of the most talented, ambitious, passionate, collaborative and entrepreneurial team in golf travel as we continue to make huge waves in the market and further our position as the world’s leading golf travel company.

The Customer Experience Specialist will be responsible for the resolution of escalated customer complaints.
You will deal with customers, colleagues and external organisations at all levels in an efficient, professional and confident manner. You will assist with achieving organisational goals, handle complaints according to company procedure, (aiming to resolve these to the satisfaction of all parties whenever possible) with a strong focus on customer retention and reduction of margin erosion.

**Key Objectives**:

- Achieving successful resolution of escalated customer complaints
- Improving customer retention through quality complaint management
- Minimising financial exposure through customer refunds
- Working to SLA’s and KPI’s around complaint response times, customer satisfaction scores and ticket volumes.

**Requirements**:

- Taking full ownership of any post-travel complaints, liaising with other departments, fully investigating issues
- Responding to, investigating and resolving all escalated post travel complaints in a pragmatic fashion
- Monitoring and responding to any Social Media & review responses / escalations
- Assisting with complaints submitted via our regulatory bodies
- The handling of correspondences sent for the attention of our Senior Management Team
- Providing reports on trends and training needs based on route cause analysis of complaints review process
- To assist and support the team with our out of hours emergency line
- Provide support and take ownership when required of any legal, personal injury claims, or customer claims when needed
- Support the Directors Office with communications received and responses where appropriate
- To provide support across all other departments in line with the business needs when required

**Managing People**:

- As a Customer Experience Specialist you will be the escalation point for complaints working with our suppliers. that agents are unable to deal with at first line. Providing support and guidance where appropriate.
- Acting as 2nd in line to the Head of Customer Experience..

**Skills and Experience Required**
- Substantial experience in customer service with a focus on complaint resolution
- Travel industry experience for Package Travel Regulations & compensation awards
- Experience and comprehensive understanding of Atol & ABTOT regulations
- Senior end to end experience with the legal requirements for all travel related customer claims including Personal Injury
- An understanding of Customer Health & Safety
- Great people skills and negotiating skills

**Benefits**
- Competitive Salary
- Structured training and personalised development plans
- Honest feedback and coaching sessions
- Familiarisation trips to our venues in the UK and overseas
- Discounts on our golf holidays, flights, hotels, airport parking and VIP airport lounges
- Great partner discounts with brands including Taylormade and Underarmour
- Access to a funded employee assistance programme
- Subsidised gym membership
- A vibrant social calendar
- 25 days annual Leave