Bespoke Tour Operator who curate amazing itineraries for their high-end clientele, are speaking a Customer Experience 'Guru' who will handle the client journey from booking, to travel, and back. Our client guides and supports travellers eager to experience the extraordinary landscapes, wildlife, and cultures of the Arctic. Specialists in polar travel, they pride themselves on deep destination knowledge, thoughtful customer care, and doing the right thing for both people and planet. As a Customer Experience Coordinator you will offer meticulous service and attention to detail, because the holiday experience starts from the moment of enquiry & booking. This is a small, growing company and you will relish being part of a connected and supportive team, who put ownership, trust and collaboration at the forefront of all they do. Working remotely, but with monthly collaborative working for a couple of days, this is the perfect role for an on-and-out travel customer experience expert, use to dealing with HNW clients.
JOB DESCRIPTION:
You will support customers from the moment they book through to their return home, acting as their main point of contact and trusted guide throughout the journey. Our customers are often booking complex, expensive, once-in-a-lifetime trips, so clarity, reassurance, and attention to detail are essential.
Act as the primary point of contact for the clientele, communicating via phone, video, email, and WhatsApp
Own the end-to-end customer journey, from booking through to post-trip follow-up, delighting customers and adding value at every touchpoint
Build strong, trusting relationships with customers and key partners
Maintain accurate, detailed records in our CRM system
Create, manage, and update clear customer documentation and communications
Provide destination and logistical support to customers while travelling
During travel periods, provide planned out-of-hours or occasional weekend support (balanced with time off in lieu)
Support customers extending their trips
Continuously build knowledge of destinations, cruise operations, and customer needs
Contribute ideas and practical improvements to customer experience processes, templates, and ways of working as the business grows
EXPERIENCE REQUIRED:
Significant, hands-on direct customer experience, ideally within the travel industry - you are an out-and-out Customer Experience professional
Experience servicing customers at a high-touch level, high-value travel experiences
A strong learning mindset, with curiosity and the ability to quickly build deep destination and product knowledge
A proven track record as a completer-finisher, able to manage detail, follow through, and see customer journeys through end to end
The maturity and confidence to take full ownership of the Customer Experience remit, paired with the judgement to know when to ask questions or seek input
Based in the South West or Midlands, enabling occasional in-person co-working to support collaboration and onboarding
PACKAGE & BENEFITS
£27,000 - £28,500 base per annum (depending on experience)
FULL TIME - working hours are 9:00am-5:30pm, Monday to Friday (flexibility many be needed around busy travel periods)
Later finish of up to two evenings per week is likely to be required. This will be planned in advance and balanced with a
delayed start on those days, ensuring working hours remain fair, sustainable, and aligned with team coverage.
REMOTE
Twenty-five days paid holiday, in addition to your birthday and public holidays
Flexibility regarding hours and place of work, if needed
Company laptop and phone
Opportunity to work-and-travel
INTERESTED?
Follow the instructions to apply, attaching your CV. This vacancy is being managed by / (phone number removed). Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry? We have a variety of different opportunities so do submit your CV to us! You must have full rights to work in the UK and be based in UK for work. We have a high volume of applications, so unfortunately, we are unable to reply to unsuccessful applicants
