Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.

At the heart of all of this, is a passion to travel responsibly. We aim to always be welcomed back, for communities and cultures to benefit, and wildlife to flourish. In a complicated world that's full of potential, we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £30,000-32,000

About the role:

As Customer Experience Team Leader you are responsible for supporting and motivating a team of Customer Experience Consultants to deliver exceptional customer service and achieve performance and service KPIs. The Customer Experience Team (CEX) are responsible for non-elective changes; customer lead amendments; visa support and post booking, pre travel queries from or to customers and suppliers. In your role you will provide day-to-day support to the team, actively coaching, motivating and modelling behaviours as well as line managing members of the team. Working with the Customer Experience Manager and the wider Customer Service Leadership Team you will manage the day to day workload as well as contributing ideas and solutions to maximise sales and customer satisfaction.

Key Responsibilities:

• To manage, lead, inspire and develop the Customer Experience team
• To directly line manage, actively train, coach and develop team members to maximise productivity and effectiveness in line with KPIs
• Responsible for day-to-day staff management issues with direct reports
• Support the Head of Customer Experience in identifying areas for improvement, providing training, coaching and development of team members to maximise productivity and effectiveness in line with Customer Excellence KPIs and with the ultimate goal of improving the customer pre-travel experience.
• In close liaison with the Head of Customer Experience and other Team Leaders ensure successful workload flow and management.
• Use sound judgement to manage difficult customer situations, to respond promptly to the needs of the customer & solicit feedback to improve service.
• To ensure all customer, team queries & administrative tasks assigned to you are responded to in line with team KPI guidelines.
• You will work closely with the Head of Customer Experience and the Yield Manager – BI Team Leader to supervise, support and mentor the members of the Customer Experience team working on consolidations, providing leadership, guidance and coaching to improve performance and customer satisfaction.
• Support both the Customer Experience Team and Business Intelligence team with insight into how consolidations are calculated at a commercial level. Awareness and understanding of whole trip view including forecasting, historical sales and trends.
• Assist with recruitment of new team members and taking the lead on training new starters in the team and wider business.
• Continuously evaluate and identify opportunities to drive process improvements for the team that positively impact the customer experience and improve efficiency.
• Provide backup support to CEX and wider team as required.
• Contribute to the leadership of a fun, high energy environment with a positive team culture with a focus on staff delivering exceptional customer service.
• Supporting and training international teams – this may include working out of UK hours as per business needs.
• Ensuring a customer focused approach is adopted in all assigned responsibilities .
• A flexible attitude in the undertaking of all tasks is paramount.

Am I the right person?  We are looking for your application to demonstrate:

• Proven results in maximising sales and providing exceptional customer service in a target driven, dynamic work environment
• Strong communication and interpersonal skills, displaying the ability to connect and build relationships with all teams around the business
• Effective planning, prioritising and organising of workload is crucial
• Accuracy, quality and excellent attention to detail are paramount
• Thrives on multi-tasking, managing multiple situations at once in a busy and demanding environment
• Energetic, enthusiastic and a strong desire to exceed customer expectations and deliver exceptional customer service
• Experience in computer booking systems, preferably within travel
• Experience in training delivery (desirable)
• Galileo trained or similar GDS experience (desirable)
• Extensive travel experience, preferably to Explore destinations (desirable)

We aim to be better than yesterday and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Explore is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.