Customer Experience Exec

Are you at your best when things don't go to plan?

Perhaps you've worked in travel, emergency services, a reactive customer contact centre, airline operations, hospitality, retail escalation teams, inbound helplines or another fast-paced customer environment where no two days are ever the same. If you're calm under pressure, thrive on solving problems and genuinely care about delivering exceptional customer experiences, we'd love to hear from you.

This is an opportunity to join a highly established, close-knit customer experience team where people stay for years. You'll be supporting customers through some of the most important moments of their holiday journey, helping resolve challenges, finding solutions and ensuring every customer feels listened to, supported and valued.

The Role

This isn't a scripted contact centre role.

One minute you could be helping a customer with a booking enquiry. The next, you might be resolving a complex complaint, arranging alternative accommodation, responding to social media feedback, or supporting customers whose travel plans have unexpectedly changed.

Success comes from being able to think on your feet, communicate with empathy, negotiate positive outcomes and remain composed when dealing with emotionally charged situations.

You'll manage customer interactions across:

• Telephone
• Email
• Live Chat
• Social Media
• Online Reviews

Working closely with colleagues across the wider business, you'll help deliver solutions that balance outstanding customer service with practical commercial decision-making.

What We're Looking For

We're particularly interested in people who have worked in:

• Travel and tourism
• Emergency services
• Airline or transport customer operations
• High End Retail or hospitality higher level escalations teams

You'll likely be someone who:

• Remains calm and professional under pressure
• Is resilient and able to handle challenging conversations
• Can build rapport quickly and communicate with empathy
• Enjoys solving problems and finding practical solutions
• Is confident making decisions and managing conflicting priorities
• Has excellent written and verbal communication skills
• Thrives in a busy, ever-changing environment
• Embraces change, technology and continuous improvement
• Is good in using multiple systems and can get around an Excel spreadsheet

Travel industry experience is very helpful but not essential. We are equally interested in people with strong customer service experience from other demanding, high touch service customer-facing sectors.

Why Join?

• Join a genuinely supportive and highly experienced team
• Work alongside colleagues who are empowered and trusted to make decisions
• Opportunity to get involved in projects, process improvements and technology initiatives
• Exposure to a wide range of business functions and stakeholders
• Excellent training programme and structured onboarding
• Long-term career opportunities across the wider business
• Employee travel discounts and additional holiday-related benefits
• Free parking

Most importantly, you'll be joining a team known for its collaborative culture, positive atmosphere and exceptionally low staff turnover.

Hours & Flexibility

This is a full-time position averaging 37.5 hours per week.

The operation supports customers seven days a week, therefore flexibility to work a rotating shift pattern is essential.

Key points:

• Shifts cover operating hours across Monday to Sunday
• Typically one weekend in three
• Time off in lieu provided for weekend working
• Rotas published well in advance to support personal planning
• Following successful training and probation, there is the opportunity to work from home for weekend and Bank Holiday shifts.

This role is ideally suited to someone who understands and enjoys a shift-based environment and recognises the benefits that weekday time off can bring.

If this sounds like you...

We'd love to hear from people who combine resilience, warmth, commercial awareness and outstanding customer service skills, and who want to build a long-term career within a high-performing, people-focused team.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.