Concierge Executive

Luxtripper is one of the UKs fastest-growing and most influential luxury travel companies, specialising in experiential, multi-destination and adventure travel across the world. From the white beaches of Bali to the buzzing rainforests of the Amazon and the icy glaciers of the Antarctic, we understand what unique means to each of our clients and were on a mission to create once-in-a-lifetime trips that they will never forget.
What makes us special is our people, and were excited to be building a passionate and diverse company that brings us closer to our customers and has a positive impact on the world around us. Each member of the Luxtripper family plays a crucial role in growing our business and were exciting to be expanding our team as we continue our journey.The OpportunityWe are looking for an experienced Concierge Executive to join our Customer Experience team, focusing on the post-sales service for our clients. You will be assigned a portfolio of our luxury clients and will be responsible for continuing to build the excitement and anticipation of our holidays by delivering outstanding customer service, communication, and opportunities to create value to each of their customers before they travel.

The Role

• Managing the after-sales journey for a portfolio of our luxury clients, with holidays booked to a wide range of destinations across the world.
• Be a proactive and responsive point of contact for our clients to ensure their experience before, during, and after their holiday is truly special.
• Think creatively about how to maximise the value of every trip, supporting clients with everything from upgrades to excursions, and even proposals!
• Helping customers wishing to change their holiday plans by getting creative with alternative options and costing them up with our internal teams.
• Working across all internal teams, and with our supplier partners, to anticipate potential issues for our customers and solve them without impact, such as flight schedule changes or hotel building work.
• Provide in-resort support for customers, liaising quickly and efficiently with suppliers and internal teams to ensure each holiday goes smoothly and above and beyond client expectations.
• Work to create repeat business and build the reputation of the Luxtripper after-sales experience into an industry-leading value product.

Requirements

• Two years of experience in customer service, ideally in the travel industry.

Customer obsessed - a customer service pro, you take pride in going above and beyond for your customers. Patient, proactive, flexible and confident working with specific requirements. You prefer chatting on the phone to email, and are always looking for ways to make every holiday perfect.

Creative thinker - whether its solving a problem or coming up with creative ways to make our clients experience better, youre a self-motivated, creative thinker dedicated to maximising each client experience.

Problem solving - you can effectively handle a wide range of customer queries, solve issues and create solutions efficiently, ensuring an outstanding client experience from beginning to end whilst aware of business requirements.

Resilient - you are happy to work under pressure, juggle workloads effectively and remain calm and confident in challenging situations.

Expert communicator -  you are able to build great relationships with customers, colleagues and other stakeholders to ensure positive outcomes. You have high levels of verbal and written English.

Organised - you are able to manage a portfolio of clients efficiently and effectively, deal with queries and requests in a timely manner and you always get back to your customers on time.

Team player - you enjoy being part of a team, rolling up your sleeves to support others and working to upskill colleagues for the wider benefit of our clients and the business.

Quick learner - you are a keen and quick learner, open to taking on new responsibilities and always looking for ways to develop your skills and improve your knowledge for your clients.

Attention to detail - you take pride in your work with high levels of accuracy, and are able to spot issues and errors to improve the overall offering for your clients.

This is a full time role, 5 days a week, 9am 6pm, with one evening shift per week (11am 8pm) and one weekend per month, with days in lieu given back. This is a remote position.

Benefits

• Unlimited holiday!! (25 days paid + bank holidays)
• Work from home or anywhere in the world (after passing probation)
• Cost price holidays for all staff
• Employee Assistance Programme - wellbeing support for you and your family
• Company-wide engagement and learning sessions
• Company pension scheme
• Benefits, discounts and deals through our HR provider
• Company-wide social events
• Structured personal development programme
• £25k salary with commission structure