Are you passionate about travel and delivering outstanding customer service?
We’re looking for a Customer Relations Executive with interpersonal skills, in-depth knowledge of Europe, and the ability to support customers through sophisticated situations—especially during lively travel periods. We operate on a 5-day workweek with a hybrid model — 3 days in the office and 2 days working from home.
Our Customer Service team handles both in-holiday support and post-holiday communication, including feedback through questionnaires and collaboration with teams to improve the customer experience.
Our mission is simple: to improve life through travel. The brand of Headwater is nestled amongst the wider Travelopia group of multiple specialist operators and are as diverse as they are exciting – crafting outstanding experiences for our customers. Headwater offers active adventure holidays mainly across European territories. Our values are to Bring Happiness, Take Ownership, Be Ambitious, and Always Hardworking; they underpin the work that we do and act as a reminder of why we do it. We are looking for people who can accept our values and live them every day.
What we’ll offer:
* Competitive salary with annual review
* Annual bonus scheme
* Various employee discounts and offers
* Contributory Pension scheme
* Career progression opportunities
What you’ll do:
* Incoming and outgoing customer contact (telephone and email) from the point of departure and post-holiday whilst delivering outstanding customer service at all times.
* Responsible for handling complaints whilst on holiday and on return, fixing issues and dealing with compensation pre and post-booking.
* Delivering customer happiness levels and liaising with other customer-focused departments to give feedback and follow up with customers if vital.
* Delivering changes to holidays booked with existing customers and handling objections.
* Liaise with departments to communicate improvements to website/product when receiving feedback from customers.
* Analyse CSQ and Qualtrics feedback and respond to feedback within given service levels and circulate to teams where vital.
* Participate in company training and development opportunities.
* Log compensation and ensure compensation offered is relative to the situation applied.
* Assist other departments whenever vital, which may include administration duties and/or customer service-focused duties.
* Ability to multi-task and work under pressure.
* Work across 5 days per week.
* Provide feedback on holiday improvements to remove future complaints arising.
* Assist the sales and customer operations departments with customers.
* Be part of the ‘out of office duty cover’ reacting to out-of-hours queries.
* Provide support to other teams such as Sales and Customer Support during their peak times.
What you’ll bring:
* Proven customer service experience, including handling sophisticated issues via phone and email.
* Background in customer compliance is preferred.
* Strong interpersonal skills with high cultural awareness.
* IT savvy, with proficiency in websites, MS Office, PowerPoint, Excel, and spreadsheets.
* Diligent with excellent organisational skills.
* Fluent in written and spoken English.
* Flexible and proactive under pressure, especially during peak workloads.
* Well-traveled in Europe with solid geographical knowledge.
* Calm, diplomatic, and critical in exciting situations.
* Experience in the travel or leisure industry is a plus.
* Flexible to work extra hours during lively periods.
We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to encouraging a diverse, equitable, and inclusive environment where everyone can succeed.
Travelopia ensures an inclusive work environment for all. If you need accommodations during the recruitment process, please advise us here: Talent@Travelopia.com
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