Customer Experience Advisor

your Jared; Birmingham; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Real living wage

25 days annual leave

Private medical cover

Pension plan

Life Insurance

Job summary

Perk is seeking a Customer Experience Advisor based in Birmingham to enhance the travel experience for business travellers. You will be the face of our care team, delivering empathetic, proactive support across multiple channels and driving high-quality service.

You will handle bookings, queries and issues, staying updated on product features and new releases while maintaining a customer-first mindset in a fast-paced, innovative environment.

Qualifications

• Native or fluent level of English.
• Experience in a customer facing role such as retail or call centre.
• Experience supporting customers via email, live chat, and phone.
• Experience working with KPIs and metrics.
• Able to work in a dynamic and collaborative setting.
• Shift flexibility and office-based environment.

Responsibilities

• Be a role model and trusted advisor by showcasing Perk values and a customer-centric approach in every interaction.
• Support and engage with customers with their global business travel requirements.
• Communicate with customers via phone, live chat, and email to resolve travel issues.
• Exceed customer expectations when managing bookings, queries and requests.
• Provide innovative solutions and act as trusted travel advisor to customers.

Skills

Customer service

English fluency

Communication

Multitasking

Problem solving

KPI tracking

Team oriented

Job description

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About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact.
We're trusted by more than 12,000 companies worldwide, including On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.
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.
At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel, fintech, and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team.
Visit www.perk.com to learn more.

About the Role

We are seeking dedicated Customer Experience Advisor that 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!

If you are a problem solver driven by delivering a 7-Star service and eager to make an impact and revolutionize corporate travel management, you might be the perfect fit for our team.

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 e when managing bookings, queries and requests.

• Answer customer requests and 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 - there are lots so be prepared for some serious innovation!

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. Since we don’t always have immediate answers, you should relish the process of discovering them.

• 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 are a benefit.

• Experience working with KPIs and metrics - specifically with a focus on quality are also a benefit.

What we offer

• Receive competitive compensation and equity ownership in Perk

• Perk offer 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 if the worst were to happen

• Rest assured that you’re covered by income protection in case you experience a 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, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x 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 for your dearest charitable causes

• 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

• Based at our Birmingham City Centre office 3 days per week, with the flexibility to work from home for the remaining 2 days once you're fully onboarded.
• Working hours are on a rotational basis between 8am - 7pm
• Weekly working hours will be 37.5
• 1 weekend in 7 required, with advance notice always given.

Interview Process

Talent Acquisition Interview - 30mins Virtual
Team lead and Team manager interview - 90 min IRL
Final interview - 30mins virtual

AI at Perk

AI is embedded in how we work across every function. The tools you’ll use day-to-day are AI-enabled so you can move faster and spend more time on the work that matters. In practice, that means using AI to research and prioritise accounts, draft and refine outreach, handle customer interactions more effectively, synthesise information, and cut through shadow work - the invisible tasks that pull people away from the work only they can do - so you can focus on relationships and outcomes.

We don’t expect you to be an AI expert, but we do expect you to be curious and intentional about it. The bar is judgment: knowing when AI makes your work better, when to verify what it produces, and when to rely on your own expertise instead.

We’ll ask about how you use AI in your interviews, not to test tool knowledge, but to understand how you think about it. That reflects how we work every day.

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, 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.

For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate.
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