8 months ago
I am currently recruiting for a large travel organisation, based in the North Hampshire area who are looking to expand their Customer Experience team. The successful candidate will play a key role in this team, ensuring that the Customer is always king! If you are currently working in the travel industry and you are looking for a new challenge in customer service then this role which offers a very competitive basic salary, great company benefits would be perfect for you!
Reporting to the Customer Relations Manager, the Customer Experience Executive role is involved in the end-end customer experience across the entire business. Working cross-functionally the CEE is involved in ensuring that every team in the company works together in order to provide a "customer experience to be proud of". The position will ensure that processes are optimised, decisions are made with the customer in mind, and data is produced and used accurately to assess overall customer satisfaction levels.
*Identifying new opportunities and advocating new initiatives for process and customer experience improvement across the brand, in order to achieve brand loyalty, cost reductions, revenue growth, margin improvement or gains in customer or employee satisfaction
*Acting as the voice of the customer and customer champion - responsible for ensuring that decisions are taken with the customer in mind and in order to create a "customer experience to be proud of"
*Research and application of industry-wide customer service best practices
*Supporting the design, review and implementation of customer documentation, and process improvements
*Monitor business and customer process metrics to measure and manage the effectiveness of the customer experience delivery
*Support the communication of and liaison with the business, and process owners, to engage staff in order to uphold the customer experience programme
*Assisting with core functions of Customer Relations team, if and when required.
*Being flexible and willing to help out with any other area of the business as required
* Exceptional customer service ethos - keeping the customer at the heart of all decision making
* Able to produce and analyse data effectively, draw appropriate conclusions, and confidently present findings to senior stakeholders
* Previous successful project management experience, working cross-functionally to achieve goals
* Focus on accuracy and quality, with excellent attention to detail
* Ability to multi-task through effective planning, prioritising and organising of workload
The successful candidate can expect a fabulous basic salary in the region of £21000 which is dependent on experience, great working hours and also you will be entitled to some excellent travel industry perks!
If you have the experience required for this great new role please follow the instructions to apply, or call Helen Cassin on