Our mission is simple, to Improve life through travel. Headwater Holidays sits within the Exodus Travels business which is one of the worlds leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide. The Adventure brands of Headwater, Exodus, and Sawadee are nestled amongst the wider Travelopia group of over 50 other specialist operators and are as diverse as they are exciting, from sailing adventures, safaris, yachts, worldwide jet travel to arctic expeditions crafting outstanding experiences for our customers.
Our values are to Bring Happiness, Take Ownership, Be Ambitious, and Always Passionate, they underpin the work that we do and act as a reminder of why we do it. We are looking for people who can embrace our values and live them every day.
Summary
The customer service department covers post-holiday contact from customers returning from holiday. Post-holiday questionnaires and ongoing communications with internal departments to improve ongoing customer experiences.
What you will be doing
Fully responsible for the quality of customer service delivered and happiness levels while on holiday and post-holiday.
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 on-site issues, and dealing with compensation pre and post-booking.
Delivering customer satisfaction levels and liaising with other customer-focused departments to give feedback and follow up with customers if vital.
To conduct customer service training with internal teams and HW overseas representatives.
Delivering changes to holidays booked with existing customers and handling objections.
Assistance in reviewing customer booklets to assist in the customer journey.
Liaise with internal departments to communicate improvements to the website/product when receiving feedback from customers.
Analyse CSQ feedback responding to feedback within given service levels and circulating to internal teams were necessary.
To participate in company training and development opportunities.
To liaise with car hire companies and airlines where customer complaints arise.
Logging of compensation and ensuring compensation offered is relative to the situation applied.
Participate in weekly staff meetings and contribute accordingly.
Assist other departments whenever vital, which may include administration duties and/or customer service-focused duties.
Able to multi-task and work under pressure.
Working across 6/7 days per week including weekend and evening hours.
Provide constructive feedback on holiday improvements to remove future complaints.
Assisting the sales and customer operations departments with difficult customers.
To be part of the out of office duty cover reacting to out-of-hours queries.
Customer Champion
Put the customer firstthis is pivotal to ensuring a customer-centric approach. Review and improve the customer journey for the Headwater products.
Key competencies
- A high level of customer service experience in dealing with difficult customers is a requirement.
- Strong cultural awareness and strong interpersonal skills.
- Meticulous attention to detail, IT literate, and use of websites a must.
- In-depth geographical knowledge of Europe is necessary as well as being well-traveled in Europe.
- Excellent command of written and spoken English.
- A positive and proactive approach to dealing with a heavy workload.
- Flexible in busy travel periods when dealing with incidents etc.
- Diplomatic and sensitive approach as required when handling complex situations.
Join us and in return, you'll be rewarded with:
- Competitive salary
- Various employee discounts and offers
- Childcare vouchers & cycle to work scheme
- Contributory Pension scheme
- Career progression opportunities
We believe people are happier and perform best when they are able to be their true selves, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable, and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias, building an inclusive culture, and embracing diversity in all its dimensions.
