Customer Experience Specialist

We are looking for an enthusiastic and experienced Customer Experience Specialist to join our Adventure Operations team. The focus of this role is to deliver exceptional service to our customers before, during and after travel. The Customer Experience Specialist is responsible for all post booking customer communications, both proactive and reactive, and for ensuring that Flashpackers have all the information they need before they set off on their adventures. The right person may have the opportunity to progress to a more senior role and in time take on greater responsibilities including line management.

Some of the tasks you will be responsible for are:

• All post booking customer communications
• Gathering all customer onboarding information
• Answering pre-travel customer queries
• Preparing documentation, including information for the Flash Pack app 
• Compiling tour manifests 
• Communicating with customers whilst they are travelling if problems arise
• Complaint handling (though in time this responsibility may move to another team)

Your responsibilities will regularly change and develop as the business grows, and it is important that you are comfortable getting involved in tasks outside your remit in order to help the business meet our key objectives. 

You’ll be measured and rewarded based on: 

• Accuracy and operational success 
• High quality and timely responses to customer queries
• Customer feedback

Requirements

We’re after the right person and as such you don’t have to tick all these boxes, as we know some people are less likely to apply for the role unless they are 100% qualified. 

• You'll have a minimum of 2 years' experience working in the travel industry in a customer service or customer support role
• You'll have exceptional written communication skills and you'll love speaking to new people - you're warm, friendly and personable
• You have a strong operational mindset and an exceptional eye for detail
• You have a real passion for travel and willingness to learn the intricacies of our tours
• You're tech savvy - confident working across multiple platforms to access and update customer data. We’ll give you all the training you need, but you’ll need to be able to pick things up fairly quickly.
• You roll with it. You understand that startups are unpredictable environments. You are flexible, comfortable with a degree of chaos and can handle challenging situations 
• You’re nice. You get that the team is more important than yourself

Nice to have:

• A background in group travel
• Experience in a startup or scale up environment
• Complaint handling experience

Important things to know: 

Timings: This role Is Monday to Friday but you should be happy working some evenings and weekends if required 

Salary: The salary range for this role is between £25K - £30K depending on experience. We also offer stock options after your first year with the company. 

Location: We’re based in London, but the role can mostly be done remotely if you wish. We will try to make sure the role works for you no matter where you are, however we believe it is beneficial for our team to get together once a week, so living a commutable distance to London would be advantageous. 

Benefits

• You will be entitled to 25 days annual leave, excluding bank holidays plus an extra day off on your birthday
• Remote-first office. We don’t care where you work from as long as you hit your targets. 
• Opportunity to travel and experience a Flash Pack trip
• A diverse and inclusive team, with people from all walks of life. 
• Quarterly company-wide socials in London, and regular spontaneous work events 
• Stock options 

*Work environment *

We plan to have a flexible office space in Central London in 2022 where you can float in and out to brainstorm, catchup, have 121s and socialise, once a week. We will meet up as a whole company once every 4 weeks.