Much Better Adventures

Customer Experience Specialist

We are on the lookout for an experienced Customer Experience Specialist to join our dynamic (and remote) team here at Much Better Adventures.

You will be the first point of call for queries from our adventurous community and love nothing more than speaking to our customers about which adventure they should book next.

Previous experience in the adventure travel / travel industry is a must.

Each day you’ll be…

  • The first point of call for all adventure queries on the phone, live chat, social media and email; enabling our customers to successfully book the hassle-free adventure experiences we’re renowned for.
  • Converting a high rate of trip enquiries into sales by ensuring a consistently clear, friendly and positive booking experience is delivered at all times for our customers.
  • Problem solving customer barriers to booking and working to remove these with the Operations team.
  • Composing thoughtful and accurate replies to customer and host questions.
  • Ensuring no customer waits more than 24 hours for a response from our team or our local hosts.
  • Monitoring and controlling numerous tasks and issues simultaneously.
  • Sharing your customer insights and experiences with the rest of the team to ensure we’re continuously improving our user experience and sales processes


Working Hours:

Hours: 40 per week - Monday to Saturday

We’re keen to agree a timetable of working hours which works for both of us: as long as you are able to commit to working until 7pm on at least some weekdays and at least 2 Saturdays a month then we want to hear from you.

Your week might look something like this:

  • Monday: Off
  • Tuesday: 12 - 8
  • Wednesday: 12 - 8
  • Thursday: 9 - 5
  • Friday: 9 - 5
  • Saturday: 9 - 5
  • Sunday: Off

Or like this:

  • Monday: 11 - 7
  • Tuesday: 9 - 5
  • Wednesday: 9 - 5
  • Thursday: 11 - 7
  • Friday: 9 - 5
  • Saturday: Off
  • Sunday: Off


Requirements:

You should apply if:

  • You have at least 2 years of previous experience in customer support in the adventure, travel or outdoor sector.
  • You are a natural communicator; fluent in spoken English alongside exceptional written English and strong interpersonal skills.
  • You love talking about and have a passion for adventure travel.
  • You are able to work under pressure, learn and adapt quickly, and adhere to tight deadlines with minimal supervision.
  • You’re experienced in managing numerous tasks in tandem and can effectively prioritise the most urgent.
  • You are self-driven and be able to work independently as part of a remote team.
  • You have technical aptitude and the ability to pick up new technology quickly.
  • You are great at making sales, but in a way that reflects our values.
  • What we’re doing here at MBA excites you!


Benefits

  • 30 days holiday, plus company-wide adventure meet-ups.
  • Quarterly company performance based bonus.
  • Access to budget for learning and self development.
  • An entrepreneurial and creative environment where great ideas are actively encouraged, and taking responsibility for them is expected.
  • The warm fuzzy feeling that comes with knowing you are making a huge difference to small independent business, local economies and communities.
  • Nominated for 'Best Employer' - Travolution Awards 2021.
  • Cycle to work scheme

Application Details:

  • Closing date for applications: Sunday 5th December
  • Application process: Short video interview, a written exercise and an in-person interview in Bristol or London.
  • Video interview dates: Monday 6th December - Friday 10th December
  • In-person interview dates: Monday 13th December - Friday 17th December
  • Start date: ASAP / January 2022
  • Salary: £24,000 - £28,000 pro rata, plus stock options and other benefits
  • Remote: you can be based where you like in UK/EU within 2hrs of GMT. We’re spread all over.

Questions