Customer Relations Specialist

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.

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.

Job requirements: 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.