Explore is an adventure travel expert focusedon sustainable small group holidays which create stories to tellfor a lifetime. From classic group tours and family adventures towalking wildlife and cycling trips. With around 100 countries tochoose from our customers explore the world with us.Join us on ourjourney creating extraordinary travel experiences forall.
At the heart of all of this is a passion totravel responsibly. We aim to always be welcomed back forcommunities and cultures to benefit and wildlife to flourish. In acomplicated world thats full of potential we strive to be betterthan yesterday.
We put people at the heart ofeverything we do and are proud of the extensive benefitswe offer.
This role is based in FarnboroughHampshire with 2 days per week in the office. Our office is withinwalking distance of the train station and has free parking. This isa fulltime position however work life balance is important to usand so we are open to discussion on flexible working patterns(minimum 4 days perweek).
Salary:
About therole:
Every role at Explore is equally important.The Customer Relations team ensures that our customers have a voiceand can share experiences of their adventures. We recognise thatthat things dont always go to plan. When this happens it is therole of the Customer Relations Specialist to investigate andresolve issues. Such issues can occur at any time from beforetravel right through to the end of a trip. As well as managing posttour correspondence including our internal feedback system andFeefo reviews the Customer Relations Specialist will work with thewider Product team dealing with accidents and incidents as theyoccur on tour and will be a member of the Crisis team. This variedrole will see you investigating feedback liaising directly withcustomers and then compiling responses making the decision to dothe right thing for both the customer andExplore.
* Undertaking the investigationof all pre tour on tour and post tour complaints or feedback andproviding timely responses communicating with customers in the mostappropriate manner be it phone social media emails or writing aletter with the aim of resolving issues in line with companyexpectations.
* Being proactive when feedback isreceived. Resolving on tour issues and preventing them fromescalating; identifying underlying trends and working with keystakeholders to prevent recurrence.
* Decisionmaking often under pressure and in difficult circumstances. Youwill need to be diplomatic and able to maintain objectivity whenassimilating complex and conflicting information before making thecorrect decision for the customer and Explore whilst alwaysproviding a personalised customer service of the highestlevel.
* Maintaining our feedback database andensuring that each case is kept up to date in the system andresolved within the time parameters set.
* Assisting the wider team in dealing withaccidents and incidents as they occur on tour. This could beanything from flight delays or transfer issues through to someonelosing a passport injuring themselves in a fall or become unwell ontour.
* Taking accountability for nonpartnerreview sites and ensuring that any reviews are responded to in atimely way.
* Assisting the Customer RelationsManager in the preparation of documentation for legal cases andpotentially attending court cases or arbitrations where appropriateplus helping with the preparation of monthly reports and complaintsanalysis if required.
* Joining the duty teamwhich offers 24hour phone cover (cover approximately one week inevery ten weeks).
* Being a member of the CrisisManagement team and potentially being available to assist otherparts of the Hotelplan UK business in event ofincidents.
* Being flexible and willing to helpwith any other area of the business as necessary including workingwith our Sales and Support teams assisting with enquiries orbookings during peak salesperiods.
Am I the right person We arelooking for your application todemonstrate:
* Previouscomplaint/incident handling experience
* Provenability to deliver outstanding customerservice
* Experience within a similar business toconsumer industry (such as leisure travel hospitality retailbanking utilities energy etc)
* Excellentinterpersonal skills
* An exceptional telephonemanner
* Strong formal writtenskills
* Aptitude for clear and conciseinteractions with colleagues suppliers andcustomers
* Proficiency in handling highlysensitive information accurately andconfidentiality
* High level of empathy andunderstanding ability to identify solutions that maintain thecustomers confidence whilst balancing the businessobjectives
* Competent IT skills with experienceof Office 365 Word and Excel used daily areessential
* Fantastic organisation and timemanagement skills be able to prioritise tasks and consistently meetdeadlines
* Ability to take responsibility foryour own workload
* Capability to work well underpressure whilst managing multiple tasks
* Be ableto manage difficult interactions solve complex problems often of asensitive nature whilst remaining impartial and having the abilityto stay calm and patient in challengingsituations
* Detail orientated with absoluteaccuracy
* Ability to gather all necessaryinformation and investigate appropriately to make commercialcustomerfriendly decisions to driveretention
* Able to work methodically demonstrategood judgement whilst providing clear justification behind allresolutions
* Have a passion for travel andadventure
* Awareness of the importance ofsustainable travel and how we can have a positive impact on peopleand the planet
* Be highlyresilient
* Positive can doattitude
* An excellent team player who workswell in a busy environment but equally can work wellindependently
* Be decisive curious and adaptablewith an inquisitive desire for continuousimprovement
* Have the confidence to challengequestion to always ensure consistency andfairness
We aim to be better thanyesterday and our values will be close to yourheart.
Diversity is to be celebrated. Life wouldbe dreary and change would be slow if we all thought the same way.We challenge our ideas each other and our business partners alwayswith respect and kindness.
Explore is part ofHotelplan Group a wellestablished and diverse family of specialisttour operators with a long tradition of developing and operatingmarketleading experiences. The family comprises ski walking andLaplandholidays with Inghams andSantas Lapland; adventure travelwith Explore; and selfguided holidays withInntravel. Sustainabilityand responsible tourism is at the core of everything we do andshould be a passion for everyone employed by thegroup.