Customer Service Executive

We are looking for a dedicated Customer Service Executive, ideally with experience in the travel industry, who can resolve customer escalations effectively and can consistently meet or exceed service targets and KPIs, while addressing complex customer needs. You will be able to turn challenges into opportunities to improve customer satisfaction and deliver solutions swiftly, to prevent further escalations and business disruption, whilst always keeping the customer in mind. About Secret Escapes Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices. Secret Escapes operates a flexible working policy and we are all in the office 1 day a week (minimum) and have core hours of 10am-4pm (you can make up the other hours to suit you). In keeping with being an inspirational travel brand, we also have a ‘Work from Anywhere’ policy, so you can work from anywhere in the world for up to a month each year! The role and things you’ll be working on: Collaborating with internal teams (Finance, Legal, Operations, Editorial, Travel Admin) and external suppliers/trade partners to improve service efficiency. Resolving escalated customer issues and providing timely feedback to the team to enhance service delivery. Managing customer booking changes (e.g., overbookings, schedule adjustments) with clear and proactive communication. Investigating and resolving customer complaints, including handling compensation claims. Addressing high-level escalations, such as personal injury cases, legal claims, and executive complaints. Supporting the Travel Admin team with flight-related details and managing multiple booking systems. Handling crisis situations by running reports, informing stakeholders, and providing effective resolutions. Performing general administrative tasks and taking full ownership of assigned responsibilities. The Team We’re a team of 10 dynamic, proactive individuals who thrive on solving problems and creating memorable customer experiences. Our team interacts with various departments, members, and external stakeholders, collaborating closely to ensure smooth operations and high service standards. While we work hard, we also make time for light-hearted moments, whether it’s sharing a laugh during our weekly hangouts or exchanging creative ideas to tackle challenges. Be prepared for a supportive team that values collaboration and celebrates successes big and small. You will have: Previous experience in a similar role, ideally within the travel industry.

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