At a Glance
- Tasks: Shape the travel experiences of young adventurers and drive service excellence.
- Company: Leading UK educational travel provider with a people-first culture.
- Benefits: Competitive salary, hybrid working, learning opportunities, and travel experiences.
- Other info: Dynamic role with opportunities for personal growth and innovation.
- Why this job: Make a real impact on customer journeys and enhance service delivery.
- Qualifications: Experience in customer service within the travel sector and strong communication 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.
- 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.
Customer Experience Manager. Job in Hove Education & Training Jobs in Brighton employer: C&M Travel Recruitment
Join a leading UK-based educational travel provider as a Customer Experience Manager and be part of a supportive, people-first culture that prioritises service excellence. With opportunities for professional growth through annual learning days and the chance to experience trips first-hand, this role offers a unique blend of strategic influence and meaningful impact on young travellers' experiences. Enjoy a hybrid working model and a competitive salary, all while contributing to an innovative team dedicated to enhancing customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager. Job in Hove Education & Training Jobs in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at C&M Travel Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like C&M Travel Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager. Job in Hove Education & Training Jobs in Brighton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to C&M Travel Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at C&M Travel Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at C&M Travel Recruitment!
How to prepare for a job interview at C&M Travel Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
