Customer Experience Manager

Description

Customer Experience Manager

Are you a strategic thinker with a passion for service excellence? A leading UK-based educational travel provider is seeking a talented Customer Experience Manager to join their successful team. This is a fantastic opportunity to shape how thousands of young travellers experience school trips, while driving innovation and continuous improvement across the business.

Customer Experience Manager – Role & Responsibilities:

This pivotal role places you at the centre of the organisation’s customer journey strategy. You’ll be responsible for gathering and interpreting feedback, identifying service gaps, and collaborating across departments to implement meaningful improvements. Your work will directly influence customer satisfaction, retention, and brand reputation.

Acting as the primary contact for all customer feedback and concerns

Analysing feedback trends and translating insights into actionable improvements

Leading internal discussions to address service challenges and enhance delivery

Engaging with customers who raise issues before, during, or after travel

Encouraging repeat bookings through strategic collaboration with sales teams

Ensuring company practices align with industry regulations and internal policies

Overseeing data protection compliance and acting as the designated person for GDPR matters

Designing and delivering training programmes focused on service excellence

Managing insurance-related processes including claims, training, and reconciliation

Contributing to health and safety and incident response planning

Championing inclusive travel experiences and ensuring accessibility standards are met

Advising on the ethical use of emerging technologies, including AI, to enhance customer service

Customer Experience Manager – Skills & Experience Required:

Experience of working in a customer service / customer relations / quality assurance management role within the travel sector

Familiarity with UK travel regulations including ABTA Code of Conduct & Package Travel Regulations.

Strong interpersonal and conflict resolution skills

Ability to interpret data and present strategic recommendations

Excellent organisational and collaboration skills

Knowledge of safeguarding policies in travel or education

Awareness of AI tools and their application in customer engagement

Proven success in high-pressure service environments

Confident communicator and trainer

Self-motivated with strong time management

Customer Experience Manager – Additional Info & Key Benefits:

Salary £31k to £34k depending on experience

Hybrid working after initial induction, 3 days in the office

Two annual learning and development days

Opportunity to travel and experience trips first-hand

Supportive, people-first company culture

Please apply for the position of Customer Experience Manager online or email your cv to (url removed)

Ad ID: 5417301279