Customer Service Coordinator

at Choose a Challenge (view profile)
Location London, United Kingdom
Date Posted 5th May 2019
Category In the office
Job Type Full-time

Description

Choose a Challenge, an award-winning tour operator based in Central London, has an exciting opportunity for a Customer Service Coordinator to join our small team in our Bankside offices.

As a well-established travel company, we are the pioneers of student challenge event fundraising and the largest operator of student challenge events in the UK.

As our Customer Service Coordinator, you will have a fantastic opportunity to make a massive difference in a dynamic and diverse company at a very exciting time in its development. You will be joining an environment where a culture of achievement and a passion for excellence sits at the heart of everything we do.

About the role:

Salary - up to £28k per annum depending on experience

  • Ensuring we give awesome customer service to all our key stakeholders, including existing participants, Challenge Leaders, RAGs / SUs and Charity Partners
  • Ensuring that all requests for information from stakeholders are answered professionally within agreed timescales
  • Proactively developing and delivering our participant communications journey
  • Preparing and sending regular newsletters to each of our key stakeholders
  • Working closely with operations staff to ensure that all travelling participants have provided the essential information required from them to make their trip safe and enjoyable
  • Coordinating and delivering pre-departure briefings for participants around the country both in-person and by webinar
  • Contacting participants who have requested alterations to their booked travel arrangements and arranging for them to make any payments due
  • Coordinating our front-line incident response, taking calls on our hotline, resolving negative feedback and complaints, and escalating where necessary
  • Developing and delivering seminars and workshops at training, marketing and networking events (e.g. strat day, RAG conference)
  • Providing CEO with feedback on performance on agreed key metrics

 

About you:

Essential:

  • University degree (2:2 or above) or equivalent
  • 3+ years’ customer service experience
  • Experience of dealing with difficult customers and/or complaint resolution
  • Experience of writing engaging content
  • Able to use MailChimp or similar to send email campaigns
  • Knowledge of the principles of good customer service and an overview of sales processes
  • Strong spreadsheet and word processing skills
  • Excellent written and oral communication skills
  • Strong networking skills and ability to influence others
  • Creating and maintaining effective working relationships
  • Confident, outgoing, smart and self-motivated
  • Exceptional presentation skills
  • Drive, ambition and a desire to hit targets and achieve results
  • Passion for running and / or adventure travel
  • Willingness to travel nationally several times a year to deliver pre-departure briefings
  • Able and willing to work evenings and weekends when required

 

Desirable:

  • 1+ year’s experience working in the travel industry
  • Completed at least one itinerary similar to those offered by Choose a Challenge
  • Experience of dealing with charity fundraisers
  • Experience of phone-based response to incidents or emergencies
  • Experience of developing customer communication journeys
  • Working in a small team to meet stretching targets
  • Understanding of the wider peer to peer challenge event market in the UK
  • Knowledge of student-led fundraising
  • Strategic planning of customer comms in a small business

 

Benefits:

  • Competitive salary with annual review
  • ‘On call’ allowance
  • Opportunity for international travel
  • Modern Central London office with onsite games room, coffee shop and lots of local amenities
  • A generous holiday allowance
  • Opportunity to participate in familiarisation trips
  • Subsidised staff social calendar and annual team-building trip
  • Casual dress code
  • Pension contribution scheme
  • Training, personalised development plan and ongoing career development

Sounds interesting? Please email your CV and covering letter to [email protected]

Candidates with previous experience or job titles including; Customer Service Executive, Customer Care Coordinator, Marketing Executive, Communications Coordinator, Customer Service Coordinator, Account Manager, Travel Administrator, may also be considered for this role.

No agencies please.

We are particularly keen to hear from members of the Explorers Connect community so please mention Explorers Connect in your application.