Customer Relations Specialist

Explore Worldwide Ltd; Farnborough; On-site; GBP 60,000 - GBP 80,000; Full time

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.

Sustainability has always been at the heart of what we do, as has the ethos of continual improvement. A trusted brand – B Corp certified and a Feefo Platinum Service Award holder, we pride ourselves on doing the right thing, by our people, our customers, and the planet. In a complicated world that's 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: £28,000 - £29,000+ bonus

12 month fixed term contract

About the role:

Every role at Explore is equally important. The Customer Relations team ensures that our customers have a voice and can share experiences of their adventures. We recognise that that things don’t always go to plan. When this happens, it is the role of the Customer Relations Specialist to investigate and resolve issues. Such issues can occur at any time, from before travel, right through to the end of a trip. As well as managing post tour correspondence, including our internal feedback system and Feefo reviews, the Customer Relations Specialist will work with the wider Product team dealing with accidents and incidents as they occur on tour. This varied role will see you investigating feedback, liaising directly with customers and then compiling responses, making the decision to do the right thing for both the customer and Explore.

• Undertaking the investigation of all pre tour, on tour and post tour complaints or feedback and providing timely responses, communicating with customers in the most appropriate manner, be it phone, social media, emails or writing a letter with the aim of resolving issues in line with company expectations.

• Being proactive when feedback is received. Resolving on tour issues and preventing them from escalating; identifying underlying trends and working with key stakeholders to prevent recurrence.

• Decision making, often under pressure and in difficult circumstances. You will need to be diplomatic and able to maintain objectivity when assimilating complex and conflicting information before making the correct decision for the customer and Explore, whilst always providing a personalised customer service of the highest level.

• Maintaining our feedback database and ensuring that each case is kept up to date in the system and resolved within the time parameters set.

• Assisting the wider team in dealing with accidents and incidents as they occur on tour. This could be anything from flight delays or transfer issues through to someone losing a passport, injuring themselves in a fall or become unwell on tour.

• Taking accountability for non‑partner review sites and ensuring that any reviews are responded to in a timely way.

• Assisting the Customer Relations Manager in the preparation of documentation for legal cases and potentially attending court cases or arbitrations where appropriate, plus helping with the preparation of monthly reports and complaints analysis if required.

• Joining the duty team, which offers 24‑hour phone cover (cover approximately one week in every ten weeks).

Am I the right person?

We are looking for your application to demonstrate:

• Previous complaint/incident handling experience

• Proven ability to deliver outstanding customer service

• Experience within a similar business to consumer industry (such as leisure travel, hospitality, retail, banking, utilities, energy etc)

• Excellent interpersonal skills

• An exceptional telephone manner

• Strong formal written skills

• Aptitude for clear and concise interactions with colleagues, suppliers, and customers

• Proficiency in handling highly sensitive information accurately and confidentiality

• High level of empathy and understanding, ability to identify solutions that maintain the customer's confidence whilst balancing the business objectives

• Competent IT skills with experience of Office 365, Word, and Excel used daily are essential

• Fantastic organisation and time management skills, be able to prioritise tasks and consistently meet deadlines

• Ability to take responsibility for your own workload

• Capability to work well under pressure, whilst managing multiple tasks

• Be able to manage difficult interactions, solve complex problems often of a sensitive nature whilst remaining impartial, and having the ability to stay calm and patient in challenging situations

• Detail orientated with absolute accuracy

• Ability to gather all necessary information and investigate appropriately to make commercial, customer‑friendly decisions to drive retention

• Able to work methodically, demonstrate good judgement, whilst providing clear justification behind all resolutions

• Have a passion for travel and adventure

• Awareness of the importance of sustainable travel, and how we can have a positive impact on people and the planet

• Be highly resilient

• Positive ‘can do’ attitude

• An excellent team player who works well in a busy environment, but equally can work well independently

• Be decisive, curious, and adaptable, with an inquisitive desire for continuous improvement

• Have the confidence to challenge, question, to always ensure consistency and fairness

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 Santa’s 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.