Customer Experience Specialist

Internova; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading travel management company is seeking a CX Specialist to enhance client experience and support Account Managers. This role involves delivering reports, managing client onboarding, and acting as a super-user for tools. The ideal candidate has strong interpersonal skills, technical aptitude, and experience in account management support. Competitive salary with hybrid working options is offered.

Benefits

Competitive salary

Incentive opportunities

25 days annual leave plus bank holidays

Hybrid working options

Medicash Health Plan

BUPA Dental Plan

Life assurance

Employee Assistance Programme

Hotel Agent Rates access

Qualifications

• Strong interpersonal skills to engage directly with clients.
• Experience working with Operations, Finance, and Sourcing.
• Exceptional organisational skills to manage multiple priorities.
• Strong technical aptitude with reporting tools.

Responsibilities

• Deliver high-quality reports and dashboards for clients.
• Ensure accuracy of client onboarding and profile management.
• Act as a super-user for Account Management tools.
• Respond to escalated client queries.
• Identify recurring issues for efficiency improvement.

Skills

Interpersonal and communication skills

Collaboration across functions

Attention to detail

Technical aptitude with CRM systems

Experience in account management support

Tools

Excel

Tableau

PowerBI

Job description

Overview

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News).

Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive.

We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey.Click here for more information about Altour.

JOB OVERVIEW

The CX Specialist is central to ensuring ALTOUR’s Account Management function runs at peak effectiveness. This role is about more than task execution — it’s about owning the details that elevate the client experience and enabling Account Managers to dedicate their time to driving strategic growth. As part of the CX Support team, Specialists combine operational discipline with data ownership, technology fluency, and process coordination to enhance both customer satisfaction and business results.

RESPONSIBILITIES

• Deliver high-quality reports and dashboards for clients and internal stakeholders; interpret trends (e.g., onboarding errors, reporting anomalies) and provide insights for process improvements
• Own the accuracy and completeness of client onboarding and profile management; proactively monitor data hygiene and implement corrective actions across systems
• Act as a super-user for Account Management tools and platforms, training peers and troubleshooting issues
• Respond to escalated client queries related to onboarding, reporting, or data issues
• Liaise with Operations, Finance, and Sourcing teams to resolve issues and improve processes
• Identify recurring issues and recommend solutions that enhance efficiency and the client experience; contribute to playbooks, process guides, and 'one best way' documentation

QUALIFICATIONS

• Strong interpersonal and communication skills, with the confidence to engage directly with clients when required
• Experience collaborating across functions (Operations, Finance, Sourcing, etc.) to resolve issues and improve outcomes
• Exceptional attention to detail and organisational skills; able to manage multiple priorities in a fastpaced environment
• Strong technical aptitude with CRM systems, reporting tools, and Excel/BI platforms (e.g.Tableau, PowerBI)
• Experience in account management support, customer operations, or a related corporate services role would be beneficial

PAY AND BENEFITS

• Competitive salary
• Incentive opportunities based on the company’s financial goal achievement and individual performance
• 25 days annual leave plus bank holidays
• Hybrid working options
• Medicash Health Plan
• BUPA Dental Plan
• Life assurance
• Employee Assistance Programme
• Hotel Agent Rates access

The salary range for this this job posting has been developed to give applicants a range based on the local market where the candidate would be working. Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

Prospective Employee Privacy Policy

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