6 month Fixed Term Customer Experience Adviser, Edinburgh

Do you want to join a team where Solving for the Customer and Serving Each Other are core to our company culture? An environment where every individual can make impact and shape the growth of our business to create a product our customers will love and use time and time again?

As a Customer Experience Adviser, you’ll join a high profile and strong performing team, delivering exceptional customer service. You’ll handle telephone, email and live chat communications with our partners and customers.

By joining our team, you will be committed to listening to customer feedback, sharing your knowledge with the wider team and overall having a strong focus on solving customer problems.

The Role

Responsibilities:

Customer Relationship & Satisfaction

  • Build strong relationships with your customers at an operational level
  • Recognise and understand customer needs, wants and business priorities
  • Work with your customers to identify and resolve any issues which may impact satisfaction

Customer Value (delivery of agreed business outcomes measured in customer KPIs)

  • Establish trusted adviser relationships by delivering value and satisfaction
  • Provide support for, and share knowledge with, other internal teams as required (e.g. Sales, Finance, Product)

Customer Adoption

  • Review the scope of requests, agree next steps and deliver within agreed timescales
  • Encourage customer use of educational content and partner with Customer Success Managers to drive adoption

Required Skills and Experience

  • An effective team player who thrives dealing with a variety of tasks to deliver
  • A skilled planner and organiser who can adapt as priorities change
  • A track record of resolving customer issues and managing expectations
  • Strong written and verbal communication skills
  • Proven experience of building strong and trusted relationships with customers with an ability to think as the customer then deliver what is right for both them and us

The role could include a mix of office working and at home remote working depending on the hours the right candidate is seeking to work. We could consider full time mon-fri or part time evenings and weekends for this role. An initial training period of two weeks mon-fri will be required in the office.

At TravelNest we strive to create a diverse and inclusive environment where everyone can thrive. Its important to us to make our recruitment process accessible to everyone. If you would want to discuss any reasonable adjustments please note these on the application and we will do our best to accommodate any requests.