Trainer at Beneva, an insurance and financial - services organization, designing and delivering employee training. Supporting onboarding, skills development, and adoption of new practices and technologies.
About the role
- Customer Relations Specialist investigating and resolving traveler complaints for Explore, a sustainable adventure travel company. Managing tour incidents, feedback cases, reviews, and customer suitability concerns.
Responsibilities
- Investigate all pre-tour, on-tour, and post-tour complaints or feedback
- Provide timely responses through phone, social media, email, or letters
- Resolve customer issues in line with company expectations
- Proactively address feedback and resolve on-tour issues before escalation
- Identify underlying trends and work with key stakeholders to prevent recurrence
- Make decisions under pressure and in difficult circumstances
- Maintain objectivity when assessing complex and conflicting information
- Provide personalised, high-level customer service
- Maintain the feedback database and keep cases updated and resolved within set time parameters
- Assist the wider team with accidents and incidents occurring on tour
- Respond to non-partner review-site feedback
- Assist the Customer Relations Manager with legal-case documentation, monthly reports, and complaints analysis
- Manage suitability concerns to ensure customers are matched appropriately and safely to tours and destinations
Requirements
- Previous complaint/incident handling experience
- Proven ability to deliver outstanding customer service
- Experience within a similar business-to-consumer industry, such as leisure travel, hospitality, retail, banking, utilities, or energy
- Excellent interpersonal and communication skills
- Exceptional telephone manner
- Strong formal written skills
- Aptitude for clear and concise interactions with colleagues, suppliers, and customers
- Experience handling highly sensitive information accurately and confidentially
- High level of empathy and understanding, with the ability to identify solutions that maintain customer confidence while balancing business objectives
- Competent IT skills, including Office 365, Word, and Excel
- Highly organised with time management skills; able to prioritise tasks and meet deadlines
- Experience working independently without supervision
- Passion for travel and adventure
- Awareness of sustainable travel and Explore’s positive impact on people and the planet
Benefits
- Flexible working patterns, with a minimum of 4 days per week
- Work-life balance
- Diverse and inclusive workplace
- Support and adjustments during hiring processes
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
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