Customer Experience Executive

Changing lives through travel. At G Touring we’re passionate about travel and we love exploring the world with our customers. Our goal is to make a difference in the destinations we travel to and the people that live there. G Touring operates two market leading touring brands, Travelsphere and Just You. Travelsphere has been discovering the world with its customers for nearly 60 years whilst Just You is a dedicated solo brand operating for over 20 years. G Touring is built on the mission of “Changing People’s Lives Through Travel”.

Leading the way in guided touring holidays, Travelsphere takes its customers all over the world and is centred around the customers’ shared experiences. Just You’s collection of worldwide guided touring holidays has been designed exclusively for solo travellers and we help all our customers to have unique experiences and create memories that will last a lifetime.

We are always looking for people to join our team who have a desire to go above and beyond for the customer to deliver excellence, who have a passion for travel, who are bold and fearless and love to share their experiences and learning.

Location: Market Harborough, Leicestershire.

Working Hours: Full-time permanent role working 37.5 hours per week 09:00 am-17:15 pm Monday to Friday with 45 minute lunch break.

Purpose of the role:

Reporting to the Head of Communities this role is key in shaping the current and future customer experience for the Just You, Travelsphere and G Touring Brands. You will be a focused customer service champion and ensure that all customer feedback is responded to on all platforms. It is key that we show our customers that we care and celebrate their loyalty and trust. You will be the voice of the customer and take action to make improvements where necessary so that every customer has the Holiday of a Lifetime.

In this role you will:

• Receive customer feedback, process the feedback and respond to the customer in-line within company and ABTA guidelines, aiming for a one-call resolution on all feedback.
• Receive customer feedback and send acknowledgement. Log the letter/email/phone call on Salesforce. Allocate the department to investigate and respond – assign to relevant team member along with a timeline.
• Work closely with the Operations and Product Team to proactively respond to issues as they happen, support the teams with a customer-focussed resolution.
• Monitor and record the response timeline – clear reporting so all departments can make sure they are delivering the required responses in time as per the service level agreement.
• Ensure letter templates are kept updated and relevant.
• Escalate customer feedback where relevant or if unable to allocate to a single department.
• Recommend improvements in the customer experience and work with relevant department to ensure agreed actions are completed by the deadline.
• Regular reporting of customer issues and recommend where improvements are needed.
• Be responsible for responding on social media, Trustpilot and our Community forum to customer issues and future systems including WhatsApp.
• Be the champion for the customer and ensure the voice of the customer is amplified throughout the business.
• Monitor the Customer Service Questionnaire and provide relevant information to the wider business.

To be successful in this role you will:

• Be passionate about exceeding customer’s expectations.
• Have strong written and verbal communications skills.
• Be able to keep calm under pressure with a high degree of flexibility to meet the demands in a fast-paced environment with tight deadlines.
• Be passionate about the customer experience and have the commitment to be the voice of the customer within the business.
• Take ownership for delivery of projects to time and quality.
• Challenge the status quo and drive change and growth.
• Ideally have experience in the travel industry.
• Good problem-solving ability and commercially astute.
• Knowledge of ABTA Code of Conduct/ PTR’s.
• Organised and diligent in terms of reporting and recording.
• Build strong working relationships and work collaboratively.

What’s it like to work here?

Our culture is more than just some words on paper. It’s who we are: how we think, what we value and how we behave. It drives us to be better for our customers and our team, and to ensure an inclusive and forward-thinking workplace for all.

Why work with us?

• Be part of something greater than yourself.
• We’re all about “you” being the best you can be and we want you to be yourself too.
• You’ll have access to Vocational Learning Support.
• Every year the opportunity of a “Learning Journey” to learn about our holidays and to meet our customers.
• Up to 5 dedicated learning days towards your Vocational Learning or Learning Journey.
• Freedom to accelerate/drive change.
• A genuine ‘one team’ approach where everyone counts and everyone is welcome at G Touring.

We offer you:

• A competitive salary.
• Generous holiday allowance – 25 days plus Public Holidays. You can also purchase additional leave up to 1 of your normal working week.
• We think it’s important that there is always some time for you. So, every year you will get your birthday as an extra day of paid leave.
• Supporting the local community is an important part of our ethos, so we offer you the opportunity to spend one of your normal working days supporting a ‘registered charity’.
• If you are a care supporter for someone with a long-term illness, we will support you with up to 6 working days per annum (pro rata for part-time team members) in any rolling 12-month period.
• ‘Cycle to Work Scheme’ to support the purchase of a cycle to use for your commute.
• Employee Assistance Programme – 24/7 GP consultation via phone or video plus support services for your health and wellbeing to include support with your mental health, finances, fitness, dietary requirements and life event support.
• Life Assurance – 4 times your salary for death in service for your nominated beneficiaries.
• Holiday discounts for yourself, friends and family. Travel industry benefits.
• Medicash – Healthcare cashback plan.
• Opportunity of flexible working, if you want to change your hours for a period of time during your career.
• Hybrid working - 2 days or 50% of your hours if you are part-time, to work from home for non-customer-facing roles.