• Job Title: Customer Services Executive 
  • Team: Customer Services
  • Reporting to: Customer Services Manager
  • Location: Head Office, London

Who are we?

Fleetway is one of the UK’s most successful travel operators, creating and selling amazing travel experiences. We are ranked as the UK’s top travel agent according to Review Centre. Based in central London (near Marble Arch) we are growing rapidly in both, the UK and International Markets; having recently received external investment to deliver an exciting growth plan.

Who we are looking for

We’re looking for an enthusiastic Customer Services Executive with a passion for travel. The role covers a wide range of duties so flexibility is essential, as is good attention to detail, whilst working under pressure.  The key points of the role are:

  • Investigate and respond to clients’ post departure complaints by email and letter
  • Handle telephone calls, including challenging situations in a calm and professional manner
  • Identify patterns or areas for improvement and liaise with internal departments (Contracting / Health and Safety / Product / Operations etc) to highlight these and maximise compensation recovery. Preparation of statistics and reports for the Customer Service / Legal team

Skills and experience required 

  • Good knowledge and experience of the Travel Industry is essential, preferably 3+ years minimum
  • 3+ years’ experience and knowledge gained from working within a Customer Relations environment
  • Good knowledge of the Package Tour and Travel Regulations & the ABTA Codes of Conduct
  • Knowledge and experience of social media and external review websites
  • Excellent oral and written communications skills, with good organisational ability
  • Must have good proficiency in in Excel / Word / PowerPoint
  • Candidates must have professional diplomacy and mature conduct
  • High level of problem solving using initiative and the ability to work autonomously
  • Proven track record delivering superb results
  • Keen to undertake more training and develop own skill set as appropriate
  • Excellent English language skills and good writing skills is essential
  • A highly organised and flexible approach to work, including the ability to prioritise workload   
  • Ability to work within within allotted timeframes and meet deadlines


  • 20 days paid holidays, increasing to 22 after 1 years’ service
  • Pension Scheme
  • Opportunity to experience Fleetway travel deals at a reduced rate
  • Access to our employee benefits program provided by Perkbox (which includes cycle to work scheme, free phone insurance, £5 cinema tickets, many other discounts and benefits!)
  • A great family feeling

If you think you are suited to this role please email your CV to cv@fleetway.com we would love to hear from you!