adventure
Customer Relations Executive
Are you passionate about travel and delivering outstanding customer service?
We’re looking for a Customer Relations Executive with interpersonal skills, in-depth knowledge of Europe, and the ability to support customers through sophisticated situations—especially during lively travel periods. We operate on a 5-day workweek with a hybrid model — 3 days in the office and 2 days working from home.
Our Customer Service team handles both in-holiday support and post-holiday communication, including feedback through questionnaires and collaboration with teams to improve the customer experience.
Our mission is simple, to Improve life through travel. The brand of Headwater is nestled amongst the wider Travelopia group of multiple specialist operators and are as diverse as they are exciting – crafting outstanding experiences for our customers. Headwater offers active adventure holidays mainly across European territories. Our values are to Bring Happiness, Take Ownership, Be Ambitious and Always Hardworking, they underpin the work that we do and act as a reminder of why we do it. We are looking for people who can accept our values and live them every day.
What we’ll offer:
- Competitive salary with annual review
- Annual bonus scheme
- Various employee discounts and offers
- Contributory Pension scheme
- Career progression opportunities
What you’ll do:
- Incoming and outgoing customer contact (telephone and email) from the point of departure and post-holiday whilst delivering outstanding customer service at all times.
- Responsible for handling complaints whilst on holiday and on return, fixing issues and dealing with compensation pre and post-booking.
- Delivering customer happiness levels and liaising with other customer focused departments to give feedback and follow up with customers if vital.
- Delivering changes to holidays booked with existing customers and handling objections.
- Liaise with departments to communicate improvements to website / product when receiving feedback from customers.
- Analyse CSQ and Qualtrics feedback and responding to feedback within given service levels and circulate to teams were vital.
- To participate in company training and development opportunities.
- Logging of compensation and ensuring compensation offered is relative to the situation applied.
- Assist other departments whenever vital, may include administration duties and / or customer service-focused duties.
- Should have the ability to multi-task and work under pressure.
- Working across 5 days per week.
- Provide feedback on holiday improvements to remove future complaints arising.
- Assisting the sales and customer operations departments with customers.
- To be part of the ‘out of office duty cover’ reacting to out of hours queries.
- To provide support to other teams such as Sales and Customer Support during their peak times.
What you’ll bring:
- Proven customer service experience, including handling sophisticated issues via phone and email.
- Background in customer compliance is preferred.
- Strong interpersonal skills with high cultural awareness.
- IT savvy, with proficiency in websites, MS Office, PowerPoint, Excel, and spreadsheets.
- Diligent with excellent organisational skills.
- Fluent in written and spoken English.
- Flexible and proactive under pressure, especially during peak workloads.
- Well-traveled in Europe with solid geographical knowledge.
- Calm, diplomatic, and critical in exciting situations.
- Experience in the travel or leisure industry is a plus.
- flexible to work extra hours during lively periods.
We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to encouraging a diverse, equitable, and inclusive environment where everyone can succeed.
Travelopia ensures an inclusive work environment for all. If you need accommodations during the recruitment process, please advise us here: Talent@Travelopia.com
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