Changing lives through travel
At G Touring, we’re passionate about travel and exploring the world with our customers. Our goal is to make a difference in the destinations we visit and the people who live there. G Touring operates two leading touring brands, Travelsphere and Just You. Travelsphere has been discovering the world with its customers for nearly 60 years, while Just You is a dedicated solo travel brand operating for over 20 years. Our mission is “Changing People’s Lives Through Travel”.
We are leaders in guided touring holidays, offering worldwide experiences centered around shared adventures and tailored for solo travelers. We aim to provide unique experiences and lasting memories for all our customers.
We seek individuals who are committed to delivering excellent customer service, passionate about travel, bold, fearless, and eager to share their experiences and learnings.
Customer Experience Executive
Location: Market Harborough, Leicestershire.
Working Hours: Full-time, 37.5 hours per week, Monday to Friday, 09:00 am - 17:15 pm, with a 45-minute lunch break.
Purpose of the role:
Reporting to the Head of Communities, this role is vital in shaping the customer experience across our brands. You will champion customer service, respond to feedback across all platforms, and ensure our customers feel valued and cared for, aiming to make every holiday memorable.
Key Responsibilities:
1. Receive and process customer feedback, respond in line with company and ABTA guidelines, aiming for one-call resolution.
2. Log all feedback on Salesforce, acknowledge receipt, and assign investigations to relevant teams with timelines.
3. Collaborate with Operations and Product teams to proactively address issues and support customer-focused resolutions.
4. Monitor response timelines and report on service levels to ensure timely responses.
5. Maintain and update letter templates to ensure relevance.
6. Escalate feedback when necessary and work with departments to implement improvements.
7. Regularly report on customer issues and suggest enhancements.
8. Respond to customer issues on social media, Trustpilot, community forums, and future platforms like WhatsApp.
9. Advocate for the customer, amplifying their voice within the business.
10. Monitor and report on Customer Service Questionnaire data to inform business improvements.
Success Criteria:
1. Passion for exceeding customer expectations.
2. Strong communication skills, both written and verbal.
3. Ability to remain calm under pressure, adaptable to a fast-paced environment.
4. Commitment to the customer experience and representing the voice of the customer.
5. Ownership of projects, ensuring timely and quality delivery.
6. Ability to challenge the status quo and drive change.
7. Experience in the travel industry is preferred.
8. Strong problem-solving skills and commercial awareness.
9. Knowledge of ABTA Code of Conduct/PTRs.
10. Organized, diligent, and capable of detailed reporting.
11. Ability to build strong, collaborative relationships.
What’s it like to work here?
Our culture defines us: our values, behaviors, and how we think. It drives us to improve for our customers and team, fostering an inclusive, forward-thinking workplace.
Why work with us?
* Be part of something greater.
* We support your personal and professional growth.
* Access to vocational learning and development opportunities.
* Annual learning journeys and dedicated learning days.
* Opportunity to influence change and innovation.
* Inclusive, team-oriented environment where everyone matters.
We offer:
* Competitive salary.
* Holiday allowance: 25 days plus public holidays, with options to purchase more.
* Birthday leave and support for caring responsibilities.
* Charity support days.
* Cycle to Work Scheme.
* Employee Assistance Programme including 24/7 GP access.
* Life assurance (4x salary).
* Travel and healthcare benefits.
* Flexible and hybrid working options.
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