Jules Verne - Customer Experience Executive

Kuoni

  • London
  • £30,000 per year
  • Permanent
  • Full-time
  • 24 days ago
​​​​Job Title: Customer Experience Executive​​​​At Jules Verne, we're entering an exciting new chapter - and we want you to be part of it. With a proud heritage, a trusted brand, and a bold vision for the future, we're growing our team with newly created roles that offer real opportunity to make an impact.​The successful candidate for the role of Customer Support Executive will have proven experience within a similar travel role, and be highly customer-focused with a passion for delivering exceptional service.​​This is a full time opportunity based in Great Suffolk Street, London and offers hybrid working (minimum of 3 days in the office required per week).​Please submit your CV, covering letter and answer the required application questions. We aim to get back in touch with 14 days.​​We are dedicated to creating a diverse and inclusive workplace where all candidates feel welcomed and supported. To ensure everyone has an equal opportunity throughout the application process, we welcome you to get in touch. Our team is here to assist you at every step, whether you require additional information, or support to navigate the application process. We believe that promoting diversity and inclusion enriches our organisation, and we are committed to helping all candidates showcase their talents and potential -​​​About Jules Verne:​Jules Verne is a leading tour operator forming part of one of Europe's leading travel groups, renowned for crafting exceptional, small group escorted tours that offer unique and immersive travel experiences. With over 45 years of expertise, we are dedicated to curating thoughtfully designed itineraries that combine cultural discovery, historical depth, and authentic encounters across the globe.​Our passion for travel and commitment to excellence ensure that every journey with Jules Verne is inspiring, enriching, and meticulously planned. As a team, we take pride in delivering outstanding service and unforgettable adventures, making us a trusted name in the travel industry.​​​The Role:​As a Customer Experience Executive, you will be responsible for delivering a seamless and exceptional journey for every Jules Verne traveller-from the moment they book to after they return home. You will take full ownership of the customer experience, managing all post-booking interactions, supporting customers during their travels, and handling feedback and complaints with empathy and efficiency.You will work collaboratively across departments and with overseas partners to resolve issues, reclaim costs where appropriate, and continuously seek ways to elevate the customer experience. Your role is central to building loyalty, trust, and long-term relationships with our customers.​​​What you'll be doing:​Customer Journey Ownership
  • Manage all customer interactions post-booking, ensuring a smooth, proactive, and personalised experience.
  • Serve as the main point of contact for customers before, during, and after travel.
​In-Resort & Post-Travel Support
  • Resolve issues that arise while customers are on tour, liaising with overseas partners and guides.
  • Provide out-of-hours 'duty officer' support on a rota basis to ensure 24/7 customer care.
  • Handle post-travel feedback and complaints with empathy, aiming for high satisfaction and retention.
​Customer Advocacy & Service Improvement
  • Escalate key insights from customer feedback to drive continuous service improvements.
  • Monitor service delivery and support on-the-ground audits and real-time troubleshooting.
​Collaboration & Coordination
  • Work closely with Sales, Product, and Operations teams to ensure a joined-up customer journey.
  • Support guide training and ensure guides are equipped with branding, itineraries, and customer preferences.
​Administrative & Operational Support
  • Accurately document all customer interactions and resolutions.
  • Assist with administrative tasks and team workload balancing as needed.
​General Duties​
  • Demonstrate a commitment to the core company values and mission in all actions and decisions.
  • Act as a brand ambassador, positively representing the group both internally and externally.
  • Support and promote a diverse and inclusive workplace, respecting perspectives and backgrounds, to foster a positive work environment.
  • Contribute to a strong team spirit.
​​​About You:​Essential
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Highly customer-focused with a passion for delivering exceptional service.
  • Meticulous attention to detail and strong organisational skills.
  • Collaborative team player with the ability to work cross-functionally.
​Desirable:
  • Experience in a customer support or similar role.
  • Knowledge of travel industry practices and procedures.
  • Proficiency in Microsoft Office Applications.
​Personal Qualities:
  • Flexible and adaptable to changing priorities.
  • Resourceful and practical; able to think on your feet.
  • Positive, proactive, and solutions-oriented mindset.
  • Committed to continuous learning and improvement.
  • Able to build trusted relationships quickly and effectively.
​​​Jules Verne Benefits:​
  • Contribute to the success of Jules Verne's unique tours
  • A dynamic and supportive working environment
  • Access to exciting travel experiences
  • Hybrid working policy
  • 23 days holiday, plus bank holidays (increases with length of service capped at 27)
  • Flexi time (including option to bank hours giving an additional 4 days off per year)
  • Birthday 'day off'
  • 2 volunteer days per year
  • Option to 'buy' additional leave
  • Holiday concessions for personal trips and discounts for friends & family
  • ​Company matched pension scheme and life assurance
  • Free annual travel insurance, which includes winter sports
  • Cycle to work scheme
  • Octopus EV scheme
  • 24-hour access to our Employee Assistance Programme and remote GP service
  • Travel season ticket loans
  • In-house social and wellbeing team with mental health first aiders and menopause champions
  • Bring your dog to work day (Friday's)
  • Drinks trolley, 'Thirsty Thursday' and regular social events
  • Access to Perkbox (with 50 flexi points per month, wellness, celebration and reward hubs)

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