Customer Experience Executive

Rolmundo SIA; London; Hybrid; GBP 25,000 - 35,000; Full time

Job description

Customer Experience Executive

As the Customer Experience Executive, you will support the Customer Experience Manager by providing excellent customer service, handling complaints, assisting with holiday changes, and maintaining customer satisfaction. Balance customer focus with commercial awareness to ensure customer retention.

Key Responsibilities as Customer Experience Executive:

1. Complaint Handling: Log, investigate, and respond to complaints via phone and email, aiming for resolution within 14 days (ABTA 28-day guideline).
2. NPS & Feedback: Support efforts to meet/exceed NPS targets. Monitor and respond to Feefo and CSQ feedback, escalating issues as needed.
3. Compensation: Process, log, and report on compensation and goodwill gestures.
4. Customer Vetting: Work with leaders to assess customers’ suitability for specific activities, ensuring sensitivity and retention.
5. Pre-Departure & Incidents: Assist with communication for tour changes, cancellations, and incident management.
6. Health & Safety: Develop a basic understanding and support audits as needed.
7. Customer Communication: Handle daily customer calls, ensuring a personalized and positive experience.
8. Sales & Reservations: Learn the reservation system to assist during busy periods.

As Customer Experience Executive, you will have:

1. Experience in a customer-facing role, ideally in travel or hospitality.
2. Excellent communication skills, both verbal and written.
3. Strong problem-solving abilities and a calm, empathetic approach.
4. Ability to multitask, prioritize, and work independently.
5. Organized, detail-oriented, and commercially aware.
6. Interest in Health & Safety and a willingness to learn.

Offering hybrid working in a friendly team with a good base salary and industry-related benefits.

To apply, contact Lisa now!