At a Glance
- Tasks: Shape the customer journey and drive service excellence for young travellers.
- Company: Leading UK educational travel provider with a people-first culture.
- Benefits: Competitive salary, hybrid working, learning opportunities, and travel experiences.
- Other info: Join a supportive team focused on innovation and continuous improvement.
- Why this job: Make a real impact on how thousands of students experience school trips.
- Qualifications: Experience in customer service within the travel sector and strong interpersonal skills.
The predicted salary is between 34000 - 34000 £ per year.
Are you a strategic thinker with a passion for service excellence? A leading UK-based educational travel provider is seeking a talented Customer Experience Manager to join their successful team. This is a fantastic opportunity to shape how thousands of young travellers experience school trips, while driving innovation and continuous improvement across the business.
Role & Responsibilities:
- This pivotal role places you at the centre of the organisation's customer journey strategy.
- You'll be responsible for gathering and interpreting feedback, identifying service gaps, and collaborating across departments to implement meaningful improvements.
- Your work will directly influence customer satisfaction, retention, and brand reputation.
- Acting as the primary contact for all customer feedback and concerns.
- Analysing feedback trends and translating insights into actionable improvements.
- Leading internal discussions to address service challenges and enhance delivery.
- Engaging with customers who raise issues before, during, or after travel.
- Encouraging repeat bookings through strategic collaboration with sales teams.
- Ensuring company practices align with industry regulations and internal policies.
- Overseeing data protection compliance and acting as the designated person for GDPR matters.
- Designing and delivering training programmes focused on service excellence.
- Managing insurance-related processes including claims, training, and reconciliation.
- Contributing to health and safety and incident response planning.
- Championing inclusive travel experiences and ensuring accessibility standards are met.
- Advising on the ethical use of emerging technologies, including AI, to enhance customer service.
Skills & Experience Required:
- Experience of working in a customer service / customer relations / customer experience management role within the travel sector.
- Familiarity with UK travel regulations including ABTA Code of Conduct & Package Travel Regulations.
- Strong interpersonal and conflict resolution skills.
- Ability to interpret data and present strategic recommendations.
- Excellent organisational and collaboration skills.
- Knowledge of safeguarding policies in travel or education.
- Awareness of AI tools and their application in customer engagement.
- Proven success in high-pressure service environments.
- Confident communicator and trainer.
- Self-motivated with strong time management.
Additional Info & Key Benefits:
- Salary circa £34k depending on experience (flexibility considered for experienced candidates).
- Hybrid working after initial induction, 3 days in the office.
- Two annual learning and development days.
- Opportunity to travel and experience trips first-hand.
- Supportive, people-first company culture.
Please apply for the position online or email your CV to lisa@candm.co.uk.
Customer Experience Manager in Brighton employer: C&M Travel Recruitment
Join a leading UK-based educational travel provider that prioritises service excellence and employee growth. With a supportive, people-first culture, you'll enjoy hybrid working arrangements, opportunities for professional development, and the chance to directly impact the experiences of young travellers. This role not only offers a competitive salary but also the unique advantage of engaging with customers and enhancing their journey through innovative solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Brighton
✨Tip Number 1
Network like a pro! Reach out to people in the travel sector, especially those who work in customer experience. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your achievements in customer service. This will help you stand out during interviews and showcase your strategic thinking.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to refine your answers. Focus on how you've tackled service challenges and improved customer satisfaction in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Experience Manager in Brighton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Experience Manager role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about service excellence and how your strategic thinking can shape the customer journey. Keep it engaging and personal – we love a good story!
Showcase Your Achievements:Don’t just list your responsibilities; show us what you've achieved in previous roles. Use numbers and examples to demonstrate how you've improved customer satisfaction or driven innovation. We’re all about results!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at C&M Travel Recruitment
✨Know Your Customer Journey
Familiarise yourself with the entire customer journey in the travel sector. Understand how feedback is gathered and used to improve services. This will help you demonstrate your strategic thinking and passion for service excellence during the interview.
✨Showcase Your Data Skills
Be prepared to discuss how you've previously analysed customer feedback and translated it into actionable improvements. Bring examples of data-driven decisions you've made that enhanced customer satisfaction or retention, as this aligns perfectly with the role's responsibilities.
✨Demonstrate Conflict Resolution Expertise
Think of specific instances where you've successfully resolved customer issues. Highlight your interpersonal skills and how you managed to turn a negative experience into a positive one. This will show your potential employer that you can handle high-pressure situations effectively.
✨Stay Updated on Industry Regulations
Brush up on UK travel regulations, including the ABTA Code of Conduct and Package Travel Regulations. Being knowledgeable about these will not only impress your interviewers but also show that you're serious about compliance and ethical practices in customer service.
