Customer Experience Executive
The Customer Experience Executive will be responsible for collating and analysing the voice of the customer feedback received throughout our customer’s journey.
The Customer Experience Executive will be responsible for collating and analysing the voice of the customer feedback received throughout our customer’s journey. Setting an example of excellent customer experience they will liaise with all areas of the business to highlight current customer pain points and voice any suggestions they may have based on extensive analysis of customer feedback.
Key Responsibilities:
- Collate customer feedback from customer feedback channels,
- Feedback channels: Direct Feedback, Surveys, Social Media, Review Sites,
- Analyse customer sentiment to highlight frictions in the customer journey as well as drivers of the positive experience,
- Complete feedback calls with customers to gain more detailed insight and understanding and attempt service recovery,
- Feed into monthly CX update to the rest of the business by completing monthly report for the specific feedback area,
- Schedule and drive meetings with other areas of the business to discuss the insights gained from customer sentiment analysis, and provide recommendations to improve the customer experience,
- Attend any other CX driven meetings as and when required,
- Help and support the Head of Customer Experience with specific insights into customer feedback as required,
- Contribute towards the business main goal of creating seamless/frictionless customer experience through,
- Surprise and Delight Customer Program,
- Continue upskilling and training within CX frame,
- Any other duties as and when required by the manager.
Skills and Experience:
- Strong verbal and written communication skills,
- Ability to communicate effectively both internally and externally at all levels,
- Strong understanding of our products,
- PC literate – knowledge of Word and Excel,
- Professionalism,
- Excellent time management skills,
- Ability to work under pressure,
- Ability to think outside of box and use your own initiative,
- Excellent organisational skills and ability to multitask.
Behavioral Role Fit:
- Display and work in line with the core business values,
- Enthusiastic, dynamic and positive,
- Enjoys working within a team to achieve a common goal,
- Comfortable working self-sufficiently and managing your own workload,
- Driven to provide the best possible experience for our customers.
- Department
- Customer Operations
- Locations
- Portsmouth, Wimbledon, Homeworking
- Remote status
- Hybrid Remote
Colleagues
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 social committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at Iglu.com.
About Iglu.com
Established in 1998, we are the UK and Europe’s largest specialist ski and cruise travel agency, trading through Igluski.com, Iglucruise.com and Planetcruise.co.uk.
Awards: In 2024 we won 2nd Place in Best Workplace in Travel (Large Company Category) at the Best Workplace in Travel Awards we also won Cruise Agency of the Year (Large Category) at the Travel Weekly Agent Achievement Awards, Outstanding Contribution - Princess Cruises, Highly Commended Partnership Achievement - HAL, Highly Commended Partnership Achievement - Carnival, Highly Commended Partnership - P&O Cruises at the Carnival Corporation Awards, also we won the Above & Beyond award at Celebrity Cruises Agent Appreciation Awards. In 2023 we won 3rd Best Workplace (Large Company Category) at the Best Workplaces in Travel Awards, in 2023 we also won Online/Call Centre Agency of the Year at the Travel Weekly Agent Achievement Awards, in 2023 we also won Best Ex-UK Producer in the MSC Champion Awards, in 2023 we also won Bronze in the Best Travel Company for Ski/Winter Sports at the British Travel Awards, in 2023 we also won Favorite Cruise Travel Agent - Highly Commended in the Wave Awards, in 2021 we won Best Large Cruise Agency at the Travel Weekly Agent Achievement Awards, in 2020 we won Top Partner for Cunard and Holland America, in 2020 we also won Best Online Travel Agency at the TTG Top 50 Awards, in 2019 we won CLIA Online Cruise Agent of the Year, Carnival UK Retail Partner of the Year, Princess Cruises Retailer of the Year, took Best Non-Retail Agent at the Wave Awards and also won Best Online Sales (UK) from Costa Cruises. During 2018 we won the Top Cruise, Ocean and River Agency at the TTG Top 50 Travel Agencies 2018 and also won Best Newcomer for the Eurozone 2018 with Royal Caribbean. Back in 2017 we were also recognised in The Leap 100 Fastest Growing Companies 2017.
Customer Experience Executive
The Customer Experience Executive will be responsible for collating and analysing the voice of the customer feedback received throughout our customer’s journey.
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