Customer Experience Consultant

at  Explore

Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.
At the heart of all of this, is a passion to travel responsibly. We aim to always be welcomed back, for communities and cultures to benefit, and wildlife to flourish. In a complicated world that’s full of potential, we strive to be better than yesterday.
We put people at the heart of everything we do and are proud of the extensive benefits we offer.
This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. 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: £25,000 + ability to earn incentives on some aspects of the role
About the role:
Studies show that a large part of the enjoyment of a holiday is in the anticipation… you’ll be responsible for providing exceptional customer service, managing bookings from the point of confirmation right through to the departure date. Effectively managing all post-sales queries and information and liaising with product team and ground agents to ensure the correct information is present. Handling all updates and changes to bookings to deliver the ultimate holiday experience.

Am I the right person? We are looking for your application to demonstrate:

• Deliver personalised customer service and support of the highest level at all times
• Professionally handle incoming requests from customers and colleagues, ensuring that requests are resolved both promptly and thoroughly
• To ensure all customer, team queries & administrative tasks assigned to you are responded to in line with team KPI guidelines
• Work with commercial team to ensure customers have the best possible group experience, offering alternatives where necessary
• Work with product team to implement trip changes/improvements
• Responsible for executing all customer service tasks within reservation system
• Continuously evaluate and identify opportunities to drive process improvements
• Ensuring a customer focused approach is adopted in all assigned responsibilities
• Good relationships with product team to ensure trip information is correct and available
• Good communication with ground agents when necessary to ensure the smoothest transfer of information
• Take sales enquiries through all channels when required
• A flexible attitude in the undertaking of all tasks is paramount

We aim to be better than yesterday 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.
Explore is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group

Please refer the Job description for details