C&M Travel Recruitment
Customer Service Specialist
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Guest Services Executive
Location: Luxury travel company based in South West London
About the Role
Hybrid role with competitive salary of £25,000–£28,000 plus bonus and excellent benefits.
This role is ideal for an experienced customer service professional with a passion for luxury travel, preferably within the cruise industry.
Responsibilities
- Respond to all pre- and post-cruise inquiries, via phone, email, or written correspondence.
- Dem onda customer urgency based on enquiry volume and adapt priorities as needed.
- Maintain exceptional standards in written guest communications, ensuring clarity and professionalism.
- Provide accurate and complete guest-related information, consistently addressing all enquiries.
- Investigate and resolve guest complaints in line with company policies and industry best practice, ensuring fair timeliness for optimal outcomes.
- Allocate guest compensations per company guidelines, subject to managerial approval.
- Anticipate service issues and proactively implement solutions to enhance guest satisfaction.
- Escalate key guest feedback to internal teams, including dissatisfaction levels and emerging trends.
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Requirements
Experience
- 12 months’ customer/guest services experience in a travel industry role (preferably cruise-related).
- Proven track record of handling and resolving guest complaints.
- Demonstrated success in meeting and exceeding guest expectations.
Desirable
- Experience in managing travel industry compensation claims.
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Working Arrangements
- Hybrid working model – 3 days in the South West London office and one day/weekend remote (approx. one in four weekends).
- Initial training period – 6 weeks office-based before transitioning to hybrid.
Benefits
- Excellent pension scheme
- Comprehensive healthcare
- Invites to company family trips (fam trips)
- Life insurance
- Standard 20 days paid leave + option to purchase 5 additional days
- Paid sick leave
- Discounted company products
How to Apply Send your updated CV to duncan@candm.co.uk, quoting DT60681 in the subject line, or apply online.
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