Customer Experience Executives

4 weeks ago

York, United Kingdom Inntravel Full time

Inntravel is a widely respected leadingprovider of at your own pace selfguided walking cycling and otheractivity holidays across Europe. This is an exciting time to takeon a role with us as we are benefiting from longterm investment toachieve ambitious growth targets deliver digital transformationprojects and retain our place as market leader in the selfguidedwalking holiday market.

You will be part of ourbright future our mission envisions our holidays serving ascatalysts for personal growth environmental awareness and fosteringmeaningful connections with both nature andpeople.

We put people at the heart of everythingwe do and are proud of the extensive benefits weoffer.

This is a hybrid role with a minimum of 2days per week in our WhitwellontheHill office. Due to the beautifulremote location access to your own transport is essential. Worklife balance is important to us and so we are open to discussion onflexible working patterns and parttime working (minimum 4 days perweek).

Role:

Our primary aim isto deliver the best possible experience to our customers throughouttheir journey and this is the key driver for everyone atInntravel.

The Customer Services teams are key tomaintaining and improving Inntravels reputation for providing firstclass customer service. Delivering expert and personal service theyare responsible for promoting and upholding Inntravels values andbeliefs and ensuring we deliver on our Customer Charter and make itworth it.

The Customer Experience Execs are theface of the company and deal with all customer feedback pointsthroughout their journey both pre on andpostholiday.

Additionally the Customer ExperienceExecs handle customer complaints involving understanding wherethings went wrong finding solutions for the customer andcommunicating with different departments on how we can improveoverall customer experience.

The team isresponsible for collecting accurate information to ensure we areable to deal with our customers effectively and efficiently. Whilstalso creating feedback loops within the business so we all learnfrom our customers.

  • Provideexceptional customer service to travellers addressing inquiries andresolving issues promptly andefficiently.
  • Contact the customer to obtain anyoutstanding feedback if required.
  • Handlecustomer complaints and concerns withempathy.
  • Document complaint details resolutionsand any compensation provided.
  • Collaborate withother departments such as Operations Product Marketing and Sales toensure seamless customer experiences throughout the customerjourney. Including action plans and implementing processimprovements.
  • Recommend changes to policiesprocedures and services based on customerfeedback.
  • Maintain accurate and detailedrecords of customer interactions and transactions both written andverbal to provide the business withinsights.
  • Meet or exceed establishedperformance metrics including customer satisfaction ratings andresponse times.
  • Analyse feedback to identifytrends strengths and areas forimprovement.
  • Maintain clear and transparentcommunication with customers throughout the resolutionprocess.
  • Generate reports summarizing customerfeedback complaints and resolutions.
  • Presentfindings to relevant departments to drive continuousimprovement.
  • Actively contribute to a cultureof excellence and customercentricity.
  • Make itworth it
  • Continually enhance product knowledgethrough personal research attending product briefings and overseasfamiliarisation visits.
  • Undertake additionaltraining in central reservation systems IT sales and customerservice techniques and other relevant areas asrequired.

Person:

  • Anability to prioritise the needs and satisfaction of customersanticipating their concerns and proactively addressingthem.
  • Ability to handle stressful situations ina calm manner and resolve conflictsprofessionally.
  • Excellent telephone andinterpersonal skills with an ability to work effectively both in ateam and independently.
  • Clear and conciseverbal communication with high proficiency in written communicationfor emails chat and documentation
  • Highlymotivated and flexible with an ability to quickly identify andresolve issues to ensure a positive customerexperience.
  • High level of computer literacy andnumeracy.
  • Demonstrate an ability to empathisewith customer concerns and frustrations especially in challengingsituations.
  • Working knowledge of the PackageTravel Regulations.
  • Proactive change mindsetand ability to identify processimprovement.
  • Good attention to detail andprocess driven.

We aim to inspireindividual discovery and our values will be close to yourheart.

Diversity is to be celebrated. Life wouldbe dreary and change would be slow if we all thought the same way.We challenge our ideas each other and our business partners alwayswith respect and kindness.

Inntravel is part ofHotelplan UK a wellestablished and diverse family of specialisttour operators with a long tradition of developing and operatingmarketleading experiences. The family comprises ski walking andLaplandholidays with Inghams andSantas Lapland; adventure travelwith Explore; and selfguided holidays with Inntravel.Sustainability and responsible tourism is at the core of everythingwe do and should be a passion for everyone employed by thegroup.

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