Position: Customer Experience Assistant
Reporting to: Customer Experience Manager
Location base: Chiswick, London (3 x days office, 2 x days remote)
Contract: Full-time, Permanent
Position Overview:
The Customer Experience Assistant will be supporting the Customer Experience Manager, and wider Experience team, in ensuring customers have an exceptional experience with our brands. You will be supporting the Experience team, which includes Operations and In-Destination Experience, in executing administrative tasks and handling customer feedback for both Topdeck and Back-Roads Touring. This role will focus on post-travel customer feedback submitted through our app and direct communication channels. You will be responsible for monitoring feedback using our customer experience & feedback management software, including providing assistance in maintenance and analytical reporting. You will be required to investigate negative feedback and complaints and ensure you deliver a high level of service whilst looking to provide suitable solutions. You will also have the ability to build strong relationships and effectively liaise with key internal and external stakeholders to provide consistent resolutions within a timely manner, and aid continuous improvement across the customer experience.
Key Responsibilities:
Administrative Assistance
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Support Operations in updating on-road crew performance reports
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Support Operations in executing administrative tasks as and when required
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Assist all areas of the Experience team in digital form processing and filing
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Assist all areas of the Experience team in creating guidelines and training materials
Feedback Management
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Manage customer feedback using Qualtrics CX and feedback software including:
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Data management
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Analysis and adhoc reporting
- Software troubleshooting
Customer Service Excellence & Effective Complaint Management
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Applying a customer-centric approach, ensure resolutions are provided in a timely manner with the ability to demonstrate compassion and professionalism
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Monitor customer reviews on third party websites and ensure responses are issued and resolved accordingly when needed
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Manage open Zendesk tickets across both Topdeck and Back-Roads Touring brands, acknowledge customer queries and promptly issue initial responses
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Effectively work with key internal and external stakeholders to conduct investigations and ensure all parties are adhering to set time frames
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Provide customers with detailed feedback and look to provide a suitable outcome in a timely manner
- Ensure refunds are requested in a timely fashion and liaise with our Finance team on any outstanding queries
Experience, Requirements and Key Behaviours:
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Excellent written and verbal communication skills with ability to convey complex information clearly
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Excellent relationship building skills with key internal and external stakeholders
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Strong organisational and time management skills, with the ability to effectively prioritise
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Analytical and problem-solving skills
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Strong attention to detail
- Ability to work independently and as a team
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Drive and motivation
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Proven customer service experience, preferably in the travel industry or within tour operations but this is not essential
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Experience in handling complex customer complaints or dispute resolution (preferred but not essential)
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Zendesk experience (preferred but not essential)
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Qualtrics experience (preferred but not essential)
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And of course… A passion for all things travel related!
Responsible and Sustainable Responsibilities
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A commitment to improving recycling processes, stopping the use of all single-use plastic and promoting the use of reusable items such as Tupperware and water bottles in our offices
- A commitment to utilise locally owned businesses where possible, and to improve the economic impact of the communities visited by Global Touring customers
- A commitment to utilising suppliers who support and adhere to Global Touring’s wildlife policy
- A commitment to protect our company culture of openness to all people regardless of gender, race, age, religion, etc.
Global Touring Values
Our values aren’t just words on a page. They’re the backbone; the steering wheel;
the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient
combines to achieve the rich consistency fuelling the soul of Global Touring.
Stay Curious
We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We’re excited by the journey on and off the road – expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don’t let perfection prevent growth.
Choose transparency
We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly – despite a preference for instant coffee.
Don’t pass the buck
If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility – even when no one’s looking. There will be bumps in the road; that’s ok. We own our mistakes and learn from the challenges as well as the successes.
Together we go further
Across oceans and office desks, it’s more than a love for travel that keeps us connected. There are no silos here; we are each other’s toughest critics and loudest supporters – especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other’s strengths and champion collective genius
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