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Customer Service Executive

Overview

Location: London

Position: Full time

The Role & Person Summary

The Customer Services Executive needs to be an organised, self-motivated and results driven team player to work in our Customer Service team.  The person needs to have a passion for delivering exceptional customer service, is an empathetic communicator and be passionate about the product. 

We have a loyal and extremely engaged community and improving customer experience plays a vital part in the long-term business strategy.  The person will need to be the ultimate customer hero, but equally, understand the business needs and ensure that these are never compromised.  Embedding a “customer first” culture is key, driving first-time enquiry resolution and improvements in customer satisfaction metrics.

Collaborating with a number of key internal stakeholders you will ensure that all communication channels are accurate, up to date and aligned.  

Job Deliverables: 

The role will encompass the following...

  • Customer service - ensure customer communication accurately represents the brands and is delivered promptly to the highest standard.  
  • Complaint handling - manage the end-to-end customer complaints from booking to post-event.  Work closely with the Head of Customer Service to agree on any compensation or approach to dealing with complaints.
  • Product development - analyse post-event feedback, suggest actions and work with Operations and Marketing teams to deliver improvements to customer experience and communication
  • Website Communications - keep a watchful eye on the brand websites and how it describes The Yacht Week/The Ski Week as well as all of the pages within the customer journey to ensure that we are constantly striving to communicate better and accurately with our guests 
  • Terms and Conditions - you will need to have a clear understanding of all terms and conditions as well as the Package Travel Regulations (PTRs) so that you can accurately handle any customer concerns. 
  • Flexible Working - there will be occasions that you will be expected to be available during some weekends and potentially some evenings during the week.

Responsibilities:

  • Produce weekly customer service and KPIs and report back to Head of Customer Services weekly 
  • Keep accurate records of discussions or correspondence with customers
  • Make both outbound and inbound calls to customers 
  • Answer general customer enquiries by email, online chat and telephone
  • Handle any and all customer complaints through to resolution 
  • Feedback any inaccuracies on TYW website (or any platforms) to the Head of Customer Services.
  • Maintain all tracking and admin systems to a high standard

Skills and background: 

Essential Skills

  • Educated to A-Level standard with high-level qualifications in English and Mathematics
  • Computer literate and good knowledge of Microsoft or Google software – specifically a basic understanding of Excel/Google Sheets
  • Experience of customer service and complaints handling, ideally within the travel industry
  • A native English Speaker or high-level English qualification
  • Excellent telephone manner and written correspondence
  • Self-starter able to work on own initiative whilst maintaining a strong team player mentality

Desirable Skills

  • Having attended The Yacht Week as a guest  
  • Worked within a combined sales and customer service environment 
  • Experience with a CRM platform (Salesforce preferred but not essential)

If you feel that this role is for you, please send your application including your CV and a covering letter to indre.s@day8.com.

Salary & Benefits: 

  • Base annual salary of £24,000
  • 23 days holiday
  • Paid travel to incredible locations with The Yacht Week
  • BUPA Healthcare 
  • Flexible working with ability to work from home on occasion 
  • Fun team environment

    To apply send your CV and a Cover Letter to indre.s@day8.com