Customer Experience Advisor in Birmingham

Location: Birmingham

Employment Type: Full time

Department: Customer Care

About Us: Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Our tools automate everything from travel bookings to expenses, invoice processing, and more. We’re on a mission to power real work, with real impact. We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics. Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

About the Role: We are seeking dedicated Customer Success Associates who are passionate about enhancing the experience of business travelers. Our Customer Care team is crucial to our company's success and growth. We value empathetic professionals who understand our mission: making business travelers happy!

What You’ll Do:

• Be a role model and a trusted advisor by showcasing Perk values and a customer-centric approach in every customer interaction.
• Support and engage with our customers with their global business travel requirements.
• Communicate with customers via phone, live chat, and e-mail, to effectively resolve travel issues.
• Exceed customer expectations when managing bookings, queries, and requests.
• Answer customer requests as their trusted travel advisor and think out-of-the-box to provide innovative solutions where appropriate.
• Stay up-to-date with new features and product launches in Perk.

We are looking for people who:

• Have great communication skills; fluency in English, both written and spoken, is essential.
• Possess self-motivation, a constant curiosity, and a strong desire to learn with a growth-oriented attitude.
• Are proficient with technology and can handle multiple tasks simultaneously without feeling overwhelmed.
• Are performance-driven and maintain a strong customer-first mentality by delivering high-quality service to a steady stream of customers daily.
• Are great problem solvers.
• Excel in a dynamic and collaborative setting, comfortable with change and ambiguity, able to work independently, and exercise good judgment to make decisions that prioritize customer satisfaction.
• Embody our values, add to our company culture, and are passionate about travel.
• Are comfortable with an office-based environment and have shift flexibility.

What We’re Looking For:

• Native or fluent level of English.
• Experience in a customer-facing role, whether that be retail or call centre environment.
• Experience supporting customers via email, live chat, and phone is a benefit.
• Experience working with KPIs and metrics – specifically with a focus on quality is also a benefit.

What we offer:

• Receive competitive compensation and equity ownership in Perk.
• Perk offers the real living wage for this role.
• Rest and recharge with 25 days of annual leave plus bank holidays.
• Take control of your physical health with private medical cover and voluntary dental insurance from Bupa, and discounted gym memberships with GymFlex.
• Plan for your future with our qualifying earnings company pension plan with Aviva.
• Know that your loved ones are protected financially through your Life Insurance.
• Rest assured that you’re covered by income protection in case of long-term sickness or absence.
• Leverage tax-efficient cycle and electric car schemes with Cycle2Work & Octopus.
• Join our unforgettable Perk events, including our spectacular annual summer party.
• Always feel supported with Spring Health, providing fast, comprehensive access to therapy and coaching sessions for you and your loved ones.
• Focus on your family with 12-16 weeks’ paid parental leave.
• Contribute to your community with 16 paid hours per year to spend volunteering.
• Broaden your horizons with up to 20 "Work from Anywhere" days per year.
• Stay savvy with access to a wide variety of discounts and rewards.
• Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years.
• Let us help you move to one of our hubs with relocation support.

Working Hours & Conditions:

• Office based in our Birmingham City Centre office 5 days/week.
• Working hours are on a rotational basis between 8am - 7pm.
• Weekly working hours will be 37.5.
• You will be required to work 1 weekend in every 7 weeks.

How We Work: At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. This role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity, and ultimately making us a great place to work.

Protect Yourself from Recruitment Scams: All official communication from Perk will always come from verified email addresses. If you receive a suspicious message claiming to be from Perk, please do not respond and forward it to security [at] perk .com.