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Customer Experience Executive

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Role Purpose

Reporting to the Customer Services Manager, The Customer Experience Executive is responsible for monitoring, reporting on, engaging with and taking ownership of all public facing online customer feedback. In addition, the role will involve offering support to the post-travel customer service team for a number of hours each week dependent on respective workloads.

 Whilst taking sole responsibility for monitoring and responding to online feedback, the role will involve significant liaison with staff of all levels in all departments (particularly Sales, Customer Care and Marketing) as well as partners such as travel providers and online rating platforms (Feefo and TrustPilot). 

Key Responsibilities

  • Using applications such as Hootsuite, monitor and respond quickly to feedback about a customer’s experience received ‘organically’ via Facebook, Twitter and online forums.
  • Monitor and quickly respond to invited feedback via the Feefo and TrustPilot platforms.
  • Provide regular reports and updates to the business in respect to online ratings.
  • Work with online rating platforms to solve any problems that may arise or to improve effectiveness of their services.
  • Working closely with Marketing, provide feedback that could be used in promotional materials.
  • To develop strategies to maximise the benefits of online feedback.
  • Liaise with any area of the business as necessary to be able to portray a slick and knowledgeable position in response to any scenario.
  • A key role in developing the business’ policies in respect to Social Media. 

Personal Qualities and Skills

  • To be able to produce ‘tone perfect’ and friendly replies sometimes under testing circumstances and to very strict deadlines.
  • Genuine passion for upholding Iglu.com’s customer service aims.
  • To be able to develop and introduce new ideas.
  • To have excellent product knowledge or at least show aptitude for quickly learning and retaining information about our products.
  • Proactive, enthusiastic and have a positive outlook
  • The ability to pre-empt situations
  • Excellent time management skills
  • Versatility
  • The ability to work as part of a team and on their own
  • Professionalism
  • Travel industry knowledge 
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Why join Iglu.com?

We might be online, but we're real people who want to make a real impact and work together to create the best experiences for our customers. We've grown a lot and have now created a diverse, flexible, rewarding environment that strives to let everyone be the best version of themselves. 

Our social calendar and regular educational trips mean that it is not all hard work. The charity committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at Iglu.com.



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