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 of Customer Experience Manager online or email your CV to.
Customer Experience Manager in Eastbourne 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 will have the opportunity to shape the customer journey while enjoying hybrid working arrangements and dedicated learning days. This role not only allows you to influence thousands of young travellers' experiences but also offers unique opportunities for personal development and hands-on travel experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Eastbourne
✨Tip Number 1
Network like a pro! Reach out to people in the travel industry, 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
Prepare for interviews by practising common questions related to customer experience management. Think about how you can showcase your strategic thinking and problem-solving skills with real-life examples.
✨Tip Number 3
Don’t just wait for job alerts! Regularly check our website for new opportunities. We often post roles that might not be advertised elsewhere, so keep an eye out!
✨Tip Number 4
Follow up after interviews with a thank-you email. It’s a great way to reiterate your interest in the role and remind them of your key strengths. Plus, it shows you’re genuinely keen on joining their team!
We think you need these skills to ace Customer Experience Manager in Eastbourne
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 travel sector knowledge. We want to see how your skills align with our mission of service excellence!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about enhancing customer experiences and how you can contribute to our team. Be genuine and let your personality come through – we love that!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved customer satisfaction or resolved conflicts in previous roles. We’re all about innovation and continuous improvement, so show us what you’ve done!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get the best experience possible. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at C&M Travel Recruitment
✨Know Your Customer Journey
Before the interview, take some time to understand the customer journey specific to the travel sector. Familiarise yourself with common pain points and think about how you would address them. This will show your strategic thinking and passion for service excellence.
✨Prepare Real-Life Examples
Think of specific instances from your past experience where you've successfully improved customer satisfaction or resolved conflicts. Be ready to share these stories during the interview, as they demonstrate your skills in action and your ability to drive meaningful improvements.
✨Showcase Your Data Skills
Since analysing feedback trends is a key part of the role, be prepared to discuss how you've used data to inform decisions in previous roles. Bring examples of how you've translated insights into actionable recommendations that led to positive outcomes.
✨Engage with the Company’s Values
Research the company’s culture and values, especially their commitment to inclusivity and ethical practices. During the interview, align your answers with these values to show that you’re not just a fit for the role, but also for the company’s ethos.
