Any
Any

Customer Services Executive

  • Job Title: Customer Services Executive 
  • Team: Customer Services / Operations
  • 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. We offer great package deals to amazing locations and we are passionate about opening up the world to every person and for a price that will make you smile. 

Who we are looking for

We’re looking for a diligent Customer Services Executive to work in a tightly knit team of 3, providing excellent customer service to our clients after they have travelled and resolving any issues they may have encountered. You will be involved in a range of duties to ensure the smooth running of the Customer Service system but need to be confident in dealing with customers over the phone and also have excellent written communication skills to respond to client complaint letters.

As a representative of the Customer Services department, you will need to provide exceptional service throughout not only to the customers but also to other departments across the business so flexibility is essential, as is good attention to detail whilst working under pressure. 

Key responsibilities 

  • Investigate and respond to clients’ post departure complaints by email, letter, telephone and social media
  • Handle telephone calls, including challenging situations in a calm and professional manner, listening to problems or complaints and addressing any issues
  • 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 customer and legal correspondence
  • Effectively manage the customer interaction, identify their needs and offer a solution
  • Focus on resolving customer concerns as the first point of contact and escalate issues that cannot be resolved to the Customer Services Manager
  • Help to identify future improvements to the overall customer experience
  • Good knowledge and experience of the Travel Industry essential, preferably 2+ years minimum
  • Previous experience in a Customer Service role is essential
  • Good knowledge of the Package Tour and Travel Regulations & the ABTA Code of Conduct
  • Knowledge and experience of social media and external review websites
  • Proven background of problem solving, using initiative and the ability to work autonomously
  • Keen to undertake more training and develop own skill set as appropriate
  • A highly organised and flexible approach to work, including the ability to prioritise workload   
  • 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!)
  •  Ensure any investigations are instigated and reports received in good time to enable a prompt response to clients within the ABTA Code of Conduct
  • Liaise and cultivate relationships with suppliers and communicate continuously to gain responses regarding customer complaints to support the response process
  • Communicating with guests on social media to thank them for their positive responses and to engage with guests who have made negative comments to find resolutions   

Skills required 

  • Excellent English language skills and writing skills is a must in order to write responses to customer complaints
  • Fully developed IT skills ideally including advanced MS Excel
  • Ability to manage own workload, meet deadlines and remain positive whilst working with challenging customers
  • A calm and friendly customer focused approach with the ability to resolve issues restoring the customers’ faith in the company 

Benefits 

  • 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!)


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

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