Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.
Part of the Palatinate Group, Your Golf Travel is the World's largest golf travel business, offering golf breaks and golf holidays to over 3,000 destinations in 22 countries throughout the UK, Ireland, Europe and the Rest of the World.
The Head of Customer Experience is to be responsible for the management the Customer Fulfillment function of Your Golf Travel, ensuring the optimum client experience during their holiday. Involving monitoring all client feedback, complaint handling and process generation to establish new learnings that drive change and improvement. You will also be responsible for client gifting & supply fulfillment.
Prioritising workloads among the team and meeting daily targets.
Management of all customer complaints within the client journey, grading and prioritising depending on severity, and escalating these when necessary.
Liaising with relevant company departments and stakeholders within the business to ensure a swift and satisfactory conclusion to the above,
To qualify all reviews & complaints from minor grumble to legal cases, and manage resulting data to inform supply and process improvements that ultimately reduce complaint ratios.
Ensure SLA’s are upheld in resort,
To own the processes that govern the customer journey between sale completion and remarketing,
To ensure the accurate and timely fulfillment of all gifting in relation to promotions and other activity.
Manage client compensation and vouchering within set objectives,
Create online FAQ section and external signposting,
Taking leadership during any crisis or emergency situation in a professional, proactive and timely manner, communicating effectively with all parties.
Work closely with the Heads of Product and Sales to mitigate recurring issues and reduce complaint levels.
Oversee after care of ancillary products & services,
Reporting to the Senior Management Team on all matters relating to customer experience, fulfillment and complaint mitigation. Role may grow to cover other group travel and leisure brands.
The successful candidate will possess significant experience within a similar role managing a Customer Service environment and have a passion for travel. You will also possess a proven track record in people management and a passion for motivating and developing team members through strong coaching and mentoring, performance management and improvement.
You will also:
Maintain a strong customer-centric outlook.
Be a data driven change advocate.
A high level of attention to detail.
Confident and assertive.
Calm and patient under pressure.
Ability to build rapport and empathy with colleagues and customers.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.