Customer Service Executive

Secret Escapes; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading travel company seeks a Customer Service Executive for a 12-month fixed-term contract in London. The ideal candidate will possess experience in customer service, especially in travel, with strong problem-solving and communication skills. Join a supportive team that values collaboration and strives for excellence in customer satisfaction while offering a flexible working policy.

Qualifications

• Previous experience in customer service, ideally in travel.
• Proven ability to resolve escalations and implement solutions.
• Detail-oriented with strong administrative skills.

Responsibilities

• Resolve customer escalations and improve service efficiency.
• Manage customer booking changes with clear communication.
• Investigate and resolve customer complaints thoroughly.

Skills

Customer Service

Communication

Problem Solving

Organisational Skills

Adaptability

Job description

We are looking for a dedicated Customer Service Executive, ideally with experience in the travel industry, who can resolve customer escalations effectively and can consistently meet or exceed service targets and KPIs, while addressing complex customer needs. You will be able to turn challenges into opportunities to improve customer satisfaction and deliver solutions swiftly, to prevent further escalations and business disruption, whilst always keeping the customer in mind. This role will be a 12 Month Fixed Term Contract based out of our London office, where you must be able to work from at least one day per week.

About Secret Escapes

Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices.

Secret Escapes operates a flexible working policy and we are all in the office 1 day a week (minimum) and have core hours of 10am-4pm (you can make up the other hours to suit you). In keeping with being an inspirational travel brand, we also have a ‘Work from Anywhere’ policy, so you can work from anywhere in the world for up to a month each year!

We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!).

The role and things you’ll be working on:

Collaborating with internal teams (Finance, Legal, Operations, Editorial, Travel Admin) and external suppliers/trade partners to improve service efficiency.

Resolving escalated customer issues and providing timely feedback to the team to enhance service delivery.

Managing customer booking changes (e.g., overbookings, schedule adjustments) with clear and proactive communication.

Investigating and resolving customer complaints, including handling compensation claims.

Addressing high-level escalations, such as personal injury cases, legal claims, and executive complaints.

Supporting the Travel Admin team with flight-related details and managing multiple booking systems.

Handling crisis situations by running reports, informing stakeholders, and providing effective resolutions.

Performing general administrative tasks and taking full ownership of assigned responsibilities.

The Team

We’re a team of 10 dynamic, proactive individuals who thrive on solving problems and creating memorable customer experiences. Our team interacts with various departments, members and external stakeholders, collaborating closely to ensure smooth operations and high service standards. While we work hard, we also make time for light-hearted moments, whether it’s sharing a laugh during our weekly hangouts or exchanging creative ideas to tackle challenges. Be prepared for a supportive team that values collaboration and celebrates successes big and small.

You will have:

Previous experience in a similar role, ideally within the travel industry.

A proven ability to resolve escalations, conduct root cause analysis, and implement preventive measures.

Strong communication skills (both verbal and written) with exceptional organisational capabilities.

Ability to work independently, make confident decisions, and deliver solutions in a fast-paced environment.

Proficiency in English (German language skills are a plus but not mandatory).

Commercially aware and solution-focused, with a proactive and adaptable approach.

And you will be:

Detail-oriented, with a commitment to resolving cases thoroughly.

Confident in making decisions and taking ownership of issues.

A strong communicator, able to interact effectively with both management and members.

Commercially aware and solution-focused, with a proactive and adaptable approach.

Task-oriented, with excellent administrative skills.

Adaptable and commercially minded, thriving in a collaborative team environment.

We are an equal opportunity employer

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law

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