Customer Experience Executive

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. Join us on our journey, creating extraordinary travel experiences for all.

We recognise and celebrate that every employee is an individual. Our commitment to a diverse and inclusive workplace is reflected in the range of benefits we offer, with some of the key highlights being:

- Enjoy 50% discount on holidays across all our brands
- Additional annual leave when you choose to swap a plane for a train
- Career pathing and continuous development opportunities
- Opportunity to take a workation for up to 6 weeks per year and work from anywhere in the world
- 2 volunteer days each year to give back to what is important to you
- A well-being resource hub and on site classes; yoga, boxercise, annual Steps challenge, employee assistance programmes, cash back health and dental plan
- Hybrid and home based roles
- Enhanced family leave allowances

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. 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).

**Salary**: £24,804 + bonus

About the 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. Our customer service team is key to maintaining and improving our reputation for providing first class customer service. Delivering expert and personal service, the team is 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 Executive role is the face of Inntravel and deals with all customer feedback points throughout their journey both pre, on and post-holiday. Additionally, you will 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 learn from our customers. Day-to-day tasks will include:

- 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.
- Excellent telephone and interpersonal skills.
- Experience of working in customer service role.
- Skilled with using customer experience tools/platforms, AI, and digital channels.
- Experience of working as part of a team and independently.
- Clear and concise verbal communication skills.
- High level of computer literacy.
- Numerate.
- Experience of improving processes.
- Good attention to detail.
- 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 Hotelpl