At a Glance
- Tasks: Manage client relationships and drive service improvements in a dynamic travel tech environment.
- Company: Join HBX Group, the leading tech partner in the travel industry.
- Benefits: Inclusive workplace, diverse team, and opportunities for personal growth.
- Other info: Be part of a team that values diversity and embraces different perspectives.
- Why this job: Make a real impact in travel by enhancing client experiences and driving innovation.
- Qualifications: Experience in account management and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
About Us
HBX Group is the world's leading technological partner, connecting and empowering the world of travel.
We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard-to-reach high-value clients such as tour operators, travel agents and loyalty schemes across 140 source markets.
We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none.
And of course, we have an amazing team!
Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day.
In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality.
Job Summary
The Account Management Specialist is a key client-facing role within Transfers, responsible for managing client relationships, monitoring account performance, and driving service improvements.
The role ensures effective governance, proactive escalation management, and continuous improvement initiatives to enhance service quality, reduce complaints, and support client retention.
Through regular performance reviews and strategic client engagement, the Account Management Specialist helps maintain client confidence and deliver operational excellence.
Key Responsibilities
- Manage and develop relationships with key client accounts.
- Monitor account performance and ensure delivery against agreed KPIs.
- Manage client escalations and drive timely issue resolution.
- Analyse complaint trends and identify opportunities for improvement.
- Implement action plans to reduce complaint ratios and improve service quality.
- Collaborate with internal teams and external partners to drive performance improvements.
- Prepare and lead Quarterly Review Meetings (QRMs) and other client governance meetings.
- Present performance insights, improvement plans, and recommendations to clients.
- Maintain strong governance processes and support client retention initiatives.
- Identify risks and drive continuous improvement across assigned accounts.
Skills & Experience
- Experience in Account Management, Client Services, Customer Success, or a similar client-facing role.
- Proven ability to manage key stakeholder relationships.
- Experience handling escalations, complaints, and service recovery.
- Strong analytical and problem-solving skills with a data-driven approach.
- Experience monitoring and improving KPI performance.
- Excellent communication, presentation, and influencing skills.
- Strong organisational skills with the ability to manage multiple priorities.
- Proficiency in Microsoft Excel and Power Point.
- Customer-focused mindset with a commitment to service excellence and continuous improvement.
At HBX Group, we believe that diversity drives innovation and makes travel a force for good.
We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents.
Join us and be part of a team where diversity and equal opportunities really do make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Account Management Specialist (Transfers) in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HBX Group. 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 HBX Group 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 Account Management Specialist (Transfers) 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 HBX Group:Your cover letter is your chance to shine! Tell us why you want to work at HBX Group 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 HBX Group!
How to prepare for a job interview at HBX Group
✨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.
