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.
At the heart of all of this is a passion to travel responsibly.
We aim to always be welcomed back for communities and cultures to benefit and wildlife to flourish.
In a complicated world thats 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 fulltime 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: 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 dont 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 and will be a member of the Crisis team.
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 nonpartner 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 24hour phone cover (cover approximately one week in every ten weeks).
Being a member of the Crisis Management team and potentially being available to assist other parts of the Hotelplan UK business in event of incidents.
Being flexible and willing to help with any other area of the business as necessary including working with our Sales and Support teams assisting with enquiries or bookings during peak sales periods.
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 customers 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 customerfriendly 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 wellestablished and diverse family of specialist tour operators with a long tradition of developing and operating marketleading experiences.
The family comprises ski walking and Laplandholidays with Inghams andSantas Lapland; adventure travel with Explore; and selfguided holidays withInntravel.
Sustainability and responsible tourism is at the core of everything we do and should be a passion for everyone employed by the group.