Head of Customer Experience

Explore!; Farnborough; Hybrid; GBP 52,000; Full time

Job summary

A leading adventure travel company in Farnborough is seeking a Head of Customer Experience to lead their Customer Experience team. You will be responsible for shaping and delivering an exceptional customer experience across all post-sales touchpoints. The ideal candidate will have proven leadership experience in customer service, particularly within the travel industry, and excellent communication skills. Flexible working arrangements are available.

Qualifications

• Proven leadership experience in Customer Service ideally within travel.
• Strong eye for detail and a methodical approach to analysis.
• Experience with reservations or booking systems.

Responsibilities

• Lead the team to achieve service targets (NPS, CSQ, CSAT).
• Develop systems and processes that drive the business forward.
• Collaborate with product and sales teams.
• Monitor and analyze performance regularly.

Skills

Leadership experience in Customer Service

Strong eye for detail

Excellent communication

Stakeholder management

Experience with CRM systems

Experience managing remote teams

Knowledge of adventure travel

Tools

CRM systems

Call centre platforms

Customer feedback tools

Job description

Explore is an adventure travel expert focused on sustainable small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures to walking wildlife and cycling trips. With around 100 countries to choose from our customers explore the world with us. Join us on our journey creating extraordinary travel experiences for all.

At the heart of all of this is a passion to travel responsibly. We aim to always be welcomed back for communities and cultures to benefit and wildlife to a complicated world thats full of potential we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: 52000 bonus

About the role

The Head of Customer Experience is a strategic leadership role responsible for shaping and delivering exceptional customer experience across all post-sales touchpoint. You will lead a team of Customer Experience Consultants and Team Leaders as well as the Flights Manager and their team. This role is pivotally aligns service operations with Explores bran values and commercial goals. Fostering a culture of ownership engagement and innovation.

• Leading the team to achieve service targets (NPS CSQ CSAT).
• Developing systems and processes that drive the business forward.
• Collaborating closely with the product and sales team.
• Developing others so they can become accountable leaders helping them become people managers that get the best out of their reports.
• Monitoring and analysing performance regularly.
• Owning the customer experience from the point of booking until they travel.

The Head of Customer Experience will manage the team in close collaboration with the Head of Sales. Some team functions will be interchangeable especially during peak booking and travel periods so mobilising and motivating the team to support sales is essential.

Am I the right person? We are looking for your application to demonstrate

• Youll have proven leadership experience in Customer Service ideally within travel.
• Strong eye for detail and a methodical approach to analysis and process.
• Excellent communication and stakeholder management is key for creating strong bonds across departments and with a large diverse team.
• Experience of CRM systems call centre platforms and customer feedback tools is essential alongside experience with reservations or booking systems.
• Experience of managing hybrid or remote teams.
• Knowledge of global holiday destinations and of small group adventure travel is desirable.

We aim to be better than yesterday and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary and change would be slow if we all thought the same way. We challenge our ideas each other and our business partners - always with respect and kindness.

Explore is part of Hotelplan Group a well-established and diverse family of specialist tour operators with a long tradition of developing and operating market-leading experiences. The family comprises ski walking and Lapland holidays with Inghams and Santas Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do and should be a passion for everyone employed by the group.

Employment Type: Full Time

Vacancy: 1