At a Glance
- Tasks: Help customers turn bookings into confirmed sales and provide top-notch support throughout their journey.
- Company: Join a dynamic team at Oliver’s Travels, a leader in the travel industry.
- Benefits: Enjoy a competitive salary, monthly incentives, and a hybrid work model.
- Other info: Opportunity for career growth and to work with a collaborative team.
- Why this job: Make a real difference in customer experiences while developing your skills in a fast-paced environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 31500 - 38500 £ per year.
Contract Type: 12-month fixed-term contract (potential to become permanent)
Location: London (Hybrid – 3 days office / 2 days remote)
Salary: £27,000 + monthly incentive
Role Overview
As a Customer Experience Executive, you’ll look after customers who book directly through the Oliver’s Travels website, helping turn provisional bookings into confirmed sales and supporting guests throughout their booking journey. You’ll manage payments and booking administration, answer pre- and post-booking questions, resolve issues and work with teams across the business to make sure customers receive a seamless experience. This is a varied role combining customer service, problem-solving and commercial awareness. You’ll be measured on customer experience as well as conversion and will be expected to take ownership of enquiries and issues through to resolution.
Key Responsibilities
- Proactively convert provisional online bookings into confirmed sales.
- Contact customers to answer questions, provide reassurance and remove barriers to booking.
- Manage pre- and post-booking enquiries across phone, email and live chat.
- Process customer payments, refunds and booking allocations accurately.
- Maintain accurate customer, booking and communication records in Salesforce and other systems.
- Resolve customer issues, complaints and escalations promptly and professionally.
- Liaise with homeowners and internal teams to resolve booking and customer queries.
- Identify and resolve booking, pricing, fee and commission discrepancies.
- Complete accurate administrative and data-entry tasks relating to bookings, suppliers, agents and homeowners.
- Work closely with Sales, Product, Marketing, Finance and other teams to deliver a joined-up customer experience.
- Take ownership of finding the information needed to answer customer and homeowner queries.
- Work towards agreed conversion, customer experience and operational KPIs.
- Represent Oliver’s Travels and deliver consistently high standards of customer service.
Required Experience & Skills
- Excellent written and spoken English.
- Strong customer service and communication skills across phone and written channels.
- Strong organisation and attention to detail.
- Confidence working with numbers, including payments, fees and commissions.
- The ability to manage multiple enquiries and priorities in a fast-paced environment.
- Confidence handling difficult conversations and resolving customer issues.
- A commercial mindset and willingness to proactively convert booking opportunities.
Desirable Experience
- Previous experience in customer service, travel, hospitality or another customer-facing environment.
- Experience within villa rentals, boutique or luxury travel.
- Experience using Salesforce or another CRM.
- Experience handling payments, refunds or booking administration.
- French, Spanish or Italian language skills.
Personal Attributes
- Customer-focused: You care about delivering a brilliant experience and finding the right solution.
- Proactive: You take initiative and look for answers rather than waiting for direction.
- Accountable: You take ownership of customer queries and problems through to resolution.
- Calm under pressure: You’re patient, tactful and professional when handling challenging situations.
- Commercially aware: You understand that excellent service and conversion go hand in hand.
- Adaptable: You’re comfortable juggling different tasks and responding to changing priorities.
- Collaborative: You communicate openly and work effectively across teams.
- Detail-oriented: You understand that accuracy matters when dealing with bookings, payments and customer information.
Working Pattern
This is a full-time role working five days per week, 7.5 hours per day, on a rota between 8am and 7pm Monday to Sunday, including weekend shifts.
Customer Experience Executive (Maternity Cover) in London employer: Oliver's Travels
At Oliver's Travels, we pride ourselves on being an excellent employer by fostering a dynamic work culture that encourages innovation and collaboration. Located in the vibrant city of London, we offer flexible working options and a competitive benefits package, ensuring our employees can thrive both personally and professionally. With ample opportunities for growth and development, joining our team means becoming part of a forward-thinking company dedicated to redefining the travel experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive (Maternity Cover) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oliver's Travels. 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 Oliver's Travels 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 Executive (Maternity Cover) in London
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 Oliver's Travels:Your cover letter is your chance to shine! Tell us why you want to work at Oliver's Travels 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 Oliver's Travels!
How to prepare for a job interview at Oliver's Travels
✨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.
