Back to search
Customer Experience Executive – Travel Sector. We're looking for a Customer Experience Executive to join our clients friendly team! 25K-26K. Hertfordshire. Monday-Friday 9am - 5.30pm. Hybrid in the office Tuesday - Thursday.
Customer Experience Executive Position Overview:We're on the hunt for a committed Customer Experience Executive who will play a key role in enhancing the travel journey for our clients. You'll focus on resolving concerns, addressing feedback, and consistently delivering high-quality support. This position reports directly to the Customer Experience Manager and is essential in maintaining client satisfaction while aligning with operational goals.
Primary Duties Include:• Resolving Customer Complaints – Accurately record, assess, and address customer issues via phone and written communication, adhering to ABTA regulations and aiming for prompt, effective resolutions.• Handling Customer Feedback – Review FEEFO insights and responses from Customer Satisfaction Surveys, taking appropriate action and flagging recurring themes to drive service enhancements.• Retaining Customers & Managing Travel Changes – Notify clients about itinerary alterations, provide suitable alternatives, and assist in managing travel disruptions or emergency responses.• Processing Compensation – Oversee the administration of goodwill offerings and reimbursement claims in a timely and efficient manner.• Assessing Customer Suitability – Coordinate with internal teams to verify that travel plans align with the individual needs and capabilities of customers.• Pre-Trip Communication – Help travellers navigate holiday updates, cancellations, and offer suitable travel alternatives as needed.• Promoting Health & Safety Standards – Stay informed about health and safety procedures and support the organization’s compliance and auditing practices.• Customer Contact via Phone & Digital Platforms – Deliver courteous, helpful service while ensuring accurate documentation through effective record-keeping systems.• Sales & Booking Assistance – Gain familiarity with our reservation procedures to better support customers and offer assistance to sales teams when required.Customer Experience Executive Experience and Skills required:
-
A genuine enthusiasm for providing outstanding service, with a drive to consistently exceed expectations in every customer interaction.
-
A professional and engaging phone presence, paired with a true enjoyment of speaking with people over the phone.
-
Strong written and spoken communication abilities, with the confidence to engage clearly with customers and important stakeholders.
-
A warm and welcoming demeanor that helps put both customers and team members at ease.If you would like to apply for this Customer Experience Executive role please send your CV to
