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- Tasks: Help customers share their adventure stories and resolve travel issues with a personal touch.
- Company: Join a B Corp certified adventure travel expert focused on sustainability.
- Benefits: Enjoy a competitive salary, flexible working options, and extensive benefits.
- Why this job: Make a real difference in customers' travel experiences while promoting sustainable tourism.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Dynamic role with opportunities for growth in a supportive team environment.
The predicted salary is between 28000 - 29000 £ per year.
Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.
Sustainability has always been at the heart of what we do, as has the ethos of continual improvement. A trusted brand – B Corp certified and a Feefo Platinum Service Award holder, we pride ourselves on doing the right thing, by our people, our customers, and the planet. In a complicated world that's full of potential, we strive to be better than yesterday.
We put people at the heart of everything we do and are proud of the extensive benefits we offer. This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).
Salary: £28,000 - £29,000 + bonus, 12 month fixed term contract.
About the role:Every role at Explore is equally important. The Customer Relations team ensures that our customers have a voice and can share experiences of their adventures. We recognise that things don’t always go to plan. When this happens, it is the role of the Customer Relations Specialist to investigate and resolve issues. Such issues can occur at any time, from before travel, right through to the end of a trip.
As well as managing post tour correspondence, including our internal feedback system and Feefo reviews, the Customer Relations Specialist will work with the wider Product team dealing with accidents and incidents as they occur on tour. This varied role will see you investigating feedback, liaising directly with customers and then compiling responses, making the decision to do the right thing for both the customer and Explore.
- Undertaking the investigation of all pre tour, on tour and post tour complaints or feedback and providing timely responses, communicating with customers in the most appropriate manner, be it phone, social media, emails or writing a letter with the aim of resolving issues in line with company expectations.
- Being proactive when feedback is received. Resolving on tour issues and preventing them from escalating; identifying underlying trends and working with key stakeholders to prevent recurrence.
- Decision making, often under pressure and in difficult circumstances. You will need to be diplomatic and able to maintain objectivity when assimilating complex and conflicting information before making the correct decision for the customer and Explore, whilst always providing a personalised customer service of the highest level.
- Maintaining our feedback database and ensuring that each case is kept up to date in the system and resolved within the time parameters set.
- Assisting the wider team in dealing with accidents and incidents as they occur on tour.
Customer Relations Specialist in Farnborough employer: Explore Worldwide Ltd
Contact Detail:
Explore Worldwide Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Specialist in Farnborough
✨Tip Number 1
Get to know the company inside out! Research Explore's values, sustainability efforts, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for standing out in the interview process. Plus, it shows you're proactive!
✨Tip Number 3
Practice your problem-solving skills! Since the role involves handling complaints and feedback, think of examples from your past where you've successfully resolved issues. Be ready to share these during interviews to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining Explore and are keen to be part of our mission to create extraordinary travel experiences.
We think you need these skills to ace Customer Relations Specialist in Farnborough
Some tips for your application 🫡
Show Your Passion for Travel: When writing your application, let your love for travel shine through! Share any personal experiences or adventures that highlight your enthusiasm for exploring the world and how it aligns with our mission at Explore.
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Specialist role. Highlight relevant skills and experiences that demonstrate your ability to handle customer feedback and resolve issues effectively.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit for the team!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Explore Worldwide Ltd
✨Know Your Stuff
Before the interview, dive deep into Explore's mission and values. Understand their commitment to sustainability and how they create memorable travel experiences. This will help you align your answers with their ethos and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Relations Specialist, communication is key. Prepare examples of how you've effectively resolved customer issues in the past. Be ready to demonstrate your ability to handle difficult situations diplomatically and maintain a positive attitude.
✨Be Proactive and Solution-Oriented
Think of instances where you identified problems before they escalated and took action. Discuss how you can apply this proactive approach at Explore, especially when dealing with feedback and complaints. They’ll appreciate your forward-thinking mindset!
✨Ask Thoughtful Questions
Prepare some insightful questions about the role and the company culture. This shows that you’re not just interested in the job, but also in how you can contribute to the team and the company's goals. It’s a great way to leave a lasting impression!
