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- Tasks: Support the Customer Experience Manager by delivering top-notch customer service and resolving complaints.
- Company: Join a dynamic team in the travel and hospitality sector, focused on customer satisfaction.
- Benefits: Enjoy hybrid working options, a competitive salary, and industry-related perks.
- Why this job: Be part of a friendly team that values customer experience and offers growth opportunities.
- Qualifications: Previous experience in a customer-facing role, preferably in travel or hospitality.
- Other info: Opportunity to develop skills in health and safety audits.
The predicted salary is between 36000 - 60000 £ per year.
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:
- Complaint Handling: Log, investigate, and respond to complaints via phone and email, aiming for resolution within 14 days (ABTA 28-day guideline).
- NPS & Feedback: Support efforts to meet/exceed NPS targets.
- Compensation: Process, log, and report on compensation and goodwill gestures.
- Assist with communication for tour changes, cancellations, and incident management.
- Health & Safety: Develop a basic understanding and support audits as needed.
As Customer Experience Executive, you will have:
- Experience in a customer-facing role, ideally in travel or hospitality.
Offering hybrid working in a friendly team with a good base salary and industry related benefits.
Managing Director - Property Management & Services employer: MBM Executive Travel Recruitment
Contact Detail:
MBM Executive Travel Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Managing Director - Property Management & Services
✨Tip Number 1
Familiarise yourself with the key responsibilities of the Customer Experience Executive role. Understanding complaint handling processes and customer satisfaction metrics like NPS will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Showcase your experience in customer-facing roles, especially in travel or hospitality. Prepare specific examples of how you've successfully handled complaints or improved customer satisfaction to highlight your suitability for the position.
✨Tip Number 3
Research common challenges in the property management and services sector. Being able to discuss these challenges and how you would address them can set you apart from other candidates.
✨Tip Number 4
Network with professionals in the industry through platforms like LinkedIn. Engaging with current employees or joining relevant groups can provide insights and potentially lead to referrals for the position.
We think you need these skills to ace Managing Director - Property Management & Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in travel or hospitality. Use specific examples that demonstrate your ability to handle complaints and maintain customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience. Mention how your skills align with the responsibilities of the Customer Experience Executive role, such as complaint handling and communication.
Highlight Key Achievements: In your application, include quantifiable achievements related to customer satisfaction and retention. For example, mention any improvements in NPS scores or successful resolutions of customer complaints.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at MBM Executive Travel Recruitment
✨Showcase Your Customer Service Skills
Make sure to highlight your experience in customer-facing roles, especially in travel or hospitality. Prepare examples of how you've successfully handled complaints and improved customer satisfaction in previous positions.
✨Understand the Company’s Values
Research the company’s approach to customer experience and their NPS targets. Being able to discuss how your values align with theirs will demonstrate your commitment to their mission and enhance your candidacy.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, particularly around complaint handling and incident management. Practise articulating your thought process and the steps you would take to resolve customer issues effectively.
✨Demonstrate Commercial Awareness
Balance your customer focus with an understanding of commercial implications. Be ready to discuss how maintaining customer satisfaction can lead to retention and ultimately benefit the business financially.
