A fantastic opportunity has arisen for an experienced Customer Experience Coordinator to join a specialist travel business based in the West Midlands. This is a customer-focused role working within a small operational team, supporting customers throughout their journey from booking through to their final destination.
As a Customer Experience Coordinator, you will provide a high level of customer service by phone and email, manage bookings and customer information, complete administration and data entry, and support the wider Operations Team. Attention to detail is essential, as you will be handling important customer and booking information.
KEY RESPONSIBILITIES
Provide a high level of customer service to clients via phone and email
Manage bookings, customer information, documentation and internal trackers accurately
Respond to customer queries and coordinate requests throughout the customer journey
Handle and resolve booking or documentation queries, escalating issues where required
Support pre-travel preparation, customer briefings and post-travel follow-up
Assist the Operations Manager and wider team with general operational administration
Prepare accurate information and briefs for operational staff
ABOUT YOU
Previous experience in customer service and administration, ideally within travel, aviation, luxury travel, hospitality or a similar environment
Experience dealing with luxury, affluent or HNW clients/customers is highly desirable
Excellent written and verbal communication skills with a professional and reassuring manner
Exceptional attention to detail and strong organisational skills
Confident using Microsoft Office, Teams, spreadsheets, CRM systems and other IT platforms
Able to multitask, remain calm under pressure and work accurately during busy periods
Self-motivated, confident and comfortable working as part of a small team
Aviation experience would be desirable but is not essential
SALARY & BENEFITS
West Midlands
Monday–Friday, 11am–7pm
Any hours worked outside of these times will be paid as overtime
Private medical care following successful completion of probation
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