Customer Experience and Support Specialist

This is a crucial role within the NUCO Travel Group, primarily focused on providing exceptional customer service and comprehensive post‑sales support while also contributing to sales. The role involves guiding customers, managing bookings, and ensuring a seamless and positive experience for customers across all brands. This position requires a highly customer‑centric, organized, and empathetic individual with strong communication and problem‑solving skills, and a focus on building long‑term customer relationships.

Key Responsibilities (Approximately 80% Customer Service & Post‑Sales Support / 20% Sales)

• Act as the primary point of contact for customers, providing exceptional service and support throughout their journey.
• Communicate effectively with customers across various channels (phone, email, live chat, and text), addressing enquiries, resolving issues, and exceeding expectations.
• Manage and administer bookings, including processing payments and refunds, handling amendments, and ensuring accuracy.
• Provide comprehensive post‑sales support, assisting customers with enquiries, changes, and any issues that may arise.
• Offer help, advice and solutions as the customer's first point of contact whilst they’re on holiday.
• Listen attentively to customer feedback and identify their needs and desires, providing insights to team leaders and influencing product development and service improvements.
• Guide potential customers in making informed decisions about their holiday selection, providing expert advice and recommendations based on their needs and preferences (Sales – approximately 25% of role).
• Promote and sell the company's portfolio of brands, products, and services, including upselling ancillary products and services to enhance the customer's holiday experience (Sales – approximately 25% of role).
• Collaborate with various departments within the business to ensure seamless delivery of the customer experience and provide operational support as needed.
• Represent the company's brands and values to the highest standards, ensuring a positive and memorable experience for every customer.

Skills and Attributes

• Excellent communication skills, with confidence and proficiency in phone, email, and text chat.
• Strong sales and customer service orientation, with a passion for exceeding customer expectations.
• Highly organised and efficient, with the ability to manage multiple tasks and prioritise effectively.
• Empathetic, caring, and patient, with a genuine desire to understand and meet customer needs.
• Adaptable and flexible, with the ability to adjust to different people, situations, and work environments.
• Self‑motivated and ambitious, with a proactive approach to achieving goals and driving results.
• Team player with a collaborative spirit and a willingness to support colleagues.
• Authentic, self‑aware, and conscientious, with a strong work ethic and attention to detail.
• Adventurous and enthusiastic, with the ability to inspire customers and share a passion for travel.

Requirements

• Fluent English in written and spoken skills.
• Excellent interpersonal and communication skills.
• Ability to identify customer desires through effective questioning and qualifying.
• Strive for quality work and service.
• Adaptable and a fast learner.
• Happy to work shifts and weekends (as required).
• Happy to work within a team which includes remote members (if applicable).
• Experience in a sales and/or customer service setting.
• Experience working with support and CRM systems (preferably G‑Suite, Intercom).

Desirable (not essential) Requirements

• Knowledge of the ski/travel industry.
• Languages: French, German, or Spanish.
• Experience in the Travel/Tourism sectors.

Working Conditions

• This role will involve shift work, including evenings, weekends, and public holidays, especially during peak winter season.
• The role is based in Cheadle, Stockport with potential for hybrid working (depending on business needs).
• 37.5 hours per week split into shifts.

What you’ll get with us

• Competitive salary plus bonus of up to 15%.
• Legendary all‑expenses‑paid Team Ski trip, open to everyone.
• Generous travel perks, including staff, friends and family discounts and Powder24 travel credit.
• Long service rewards, including additional annual leave.
• Mental health support with confidential counselling through Spill.
• Fitness, wellbeing, and lifestyle perks via WellHub.
• A strong social calendar and team events throughout the year.
• Clear development opportunities, exposure to senior leaders, and support to grow your career.
• A supportive, down‑to‑earth culture where people genuinely look out for each other.

Our Commitment to Equality and Diversity

NUCO Travel is an equal opportunity employer and prohibits discrimination and harassment of any kind. We believe in treating everyone with dignity, consideration, and fairness. We encourage and welcome all applicants to apply, regardless of background or identity.