Customer Experience Lead

Based in our Hillington Head Office, the successful candidate will be responsible for delivery of a quality, personalised service from their team which results in retention of existing customers and the successful implementation of new customers to grow the team portfolio.


Closing Date: Thursday 21st Oct



The role requires approximately 20% of time to be spent on Customer Experience Lead responsibilities, with the remaining 80% of time reserved for the provision of fully comprehensive travel services to customers.

The successful candidate will be required to deliver the key responsibilities of the role:

  • Set priorities for daily workload to ensure consistent customer service excellence for team portfolio
  • Providing feedback on the skills of the team to the Operations Manager to highlight where development is needed
  • First point of escalation for travel consultants to resolve complex internal, customer, or supplier enquiries
  • Daily checks to oversee the quality of service delivered
  • Stay well-informed of supplier updates pertaining to the team
  • Build and maintain client relationships in tandem with the CRM team
  • Weekly team meetings to review updates and prioritise weekly tasks
  • Maintain customer information and requirements in company and traveller profiles
  • Coordinating and booking all travel services for the team’s portfolio of customers
  • Proactively suggest new services to enhance the customer experience
  • Performance of the role is measured by customer feedback and adherence to customer SLAs


  • Proven track record of more than three years in business travel management operations during which the successful candidate has worked with a wide range of customers including the SME market as well as large multi-national corporates
  • GDS experience
  • Marine and Offshore experience is beneficial but not essential

Get in touch with us

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