Customer Experience Manager

4 weeks ago


Watford, Hertfordshire, United Kingdom CV-Library Full time
Job Title: Senior Customer Experience Executive

Location: Hertfordshire

Salary: Up to 32k

We are seeking a highly motivated and customer-focused individual to join our expanding team in Hertfordshire. The role involves providing exceptional customer service and resolving complaints in a timely and efficient manner.

  1. Deliver a superior customer experience through voice and written communication, with the ability to multitask and switch between different channels in a fast-paced environment.
  2. Investigate and resolve customer complaints in line with company policy, collaborating with internal departments and resort teams as necessary.
  3. Analyze complaint trends to provide effective resolutions, communicating sensitively with customers to mitigate potential issues.
  4. Contribute to the growth and profitability of the company while minimizing reputational risk and compensation claims.
  5. Identify and analyze complaint patterns through quality assurance research.
  6. Manage bookings made through various distribution channels and provide exceptional customer service as we expand into the international market.
  7. Participate in contact deflection projects and develop top tips and website FAQs.
Minimum Requirements:
  1. 5-10 years of experience in travel reservations or customer service (Essential).
  2. Flexible approach to work.
  3. Excellent customer service skills.


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