Your role We pride ourselves on delivering outstanding customer experiences. From browsing our website or making a booking, right through to enjoying the tour itself, we work hard to delight our customers at every stage of their journey. You’ll work closely with the Head of Customer Experience as a passionate advocate for our customers. You’ll be a key representative of our brand - strengthening relationships, building trust, and turning challenging situations into positive outcomes. Your work will directly support improvements in customer satisfaction, loyalty, and long‑term retention. Day to day, you’ll manage customer feedback across multiple channels - capturing insights, investigating complaints, gathering evidence, and providing professional, empathetic responses that reflect Rabbie’s standards and values. By maintaining accurate records and identifying recurring issues, you’ll help us understand trends and take action where it matters most, ensuring customer voices shape decisions across the organisation and drive continuous improvement. This is a great opportunity for someone who enjoys making a real difference for customers and is excited about driving meaningful change through customer advocacy Your responsibilities Monitor customer feedback across online and offline channels, including review platforms (e.g., Trustpilot, Tripadvisor), social media, and email. Respond to customer reviews and enquiries with empathy, professionalism, and brand integrity. Accurately record customer feedback to help the business build deep customer understanding. Investigate issues and complaints: resolving cases, coordinating refunds or resolutions, and maintaining accurate records. Represent the brand positively by upholding our customer promises and responding in a timely, thoughtful manner. Advocate for the customer across the organisation, ensuring their needs and experiences inform decisions. Track key performance metrics to ensure targets and service standards are met. Identify trends, risks, and opportunities within customer feedback and share actionable insights. Contribute to improving internal processes to ensure feedback is captured and utilised effectively. Work closely with the Head of Customer Experience, supporting with additional duties, reporting, and administration as required. Your skills, experience & qualifications Essential 2 years’ experience in a customer service, customer care, or customer relations role. Strong ability to empathise with different perspectives, emotions, and experiences. Able to see the bigger picture, interpret context, and solve problems effectively. Methodical and organised, with strong critical-thinking skills and sound judgement. Exceptional written communication skills. Calm, level-headed, and able to manage challenging conversations professionally. Strong organisational and time-management skills, with the ability to self-motivate and prioritise effectively. A collaborative team player. IT literate with strong working knowledge of MS Office. Desirable Experience responding to public reviews or managing customer feedback. Previous experience within travel, tourism, hospitality, or similar customer-centric industries. Experience identifying insights and making recommendations for service improvement Application closing date 24th April 2026