Customer Experience Executive

About the role

We are looking for a calm, solution‑focused Customer Experience Executive to join our close‑knit team in St. Albans. You will support travellers through key moments of their holiday, turning unexpected challenges into positive outcomes while ensuring every customer feels heard and valued.

Key responsibilities

• Handle customer enquiries via telephone, email, live chat, social media and online reviews.
• Resolve complex complaints, arrange alternative accommodation and manage last‑minute travel changes.
• Collaborate with internal teams to balance exceptional service with commercial considerations.
• Escalate issues when necessary and contribute to continuous‑improvement projects.

Required profile

• Experience in fast‑paced, high‑touch environments such as travel, emergency services, airlines, hospitality or high‑end retail.
• Ability to stay professional under pressure and manage emotionally charged conversations.
• Strong written and verbal communication skills with an empathetic approach.
• Comfort with handling multiple systems and data in spreadsheet format.

Required skills

• Excel

What we offer

• A supportive, experienced team that empowers decision‑making.
• Opportunities to participate in projects, process improvements and technology initiatives.
• Long‑term career growth within a stable, people‑focused organisation.