Job Title: Customer Experience Guide

Team: Customer Experience Team

Brands: All Brands - Primarily focused on We Are NUCO

Location: Cheadle, South Manchester

Office policy: Office centric, full time at key times.

Hours: 37.5hours per week on a shift pattern

Salary: Competitive starting salary plus bonus and benefits

Application closing date: Mid-July

Interviews: Commencing June

Role start date: September/ October 2022

Contract length: 8 months with potential to progress

The Role

This role is responsible for the direct relationship with our customers. You are the front line and the guides for our customers at every step of their journey with us. You are an antenna for the company and its brands; understanding the needs of your customers.

This role will involve encouraging customers to take part in our vast portfolio of holidays and experiences. You will make sure all the parts of the customer experience come together and get delivered to our customers. Making sure bookings, operations, payments, changes, etc are all a seamless experience for all our wonderful customers.

Last but not least you are responsible for ensuring effective communication between all parts of the business and our customers. You will need to make sure you understand what is going on and extract the right information from the right people to deliver the exceptional standards of service to our whole community.

Responsibilities

  • Deliver a high quality customer experience at all stages of a customers journey
  • Communicating with our customers across our various communication channels
  • Guide potential customers into making informed decisions on their holiday selection
  • Advising potential customers on the various products and services we offer
  • Upsell additional products and services to customers based on their needs
  • Listen to customer desires and feedback to team leaders
  • Managing and administrating bookings & upgrades
  • Processing payments and refunds
  • Providing operational support to the various departments in the business

Requirements

You will thrive in this role if you are:

  • An excellent communicator
  • Comfortable on the phone, email and text chat
  • Caring
  • Empathetic
  • Authentic (being yourself and being self aware is valued highly at NUCO)
  • Conscientious
  • Adaptable to different people and situations
  • Inclusive
  • A team play

Experience and desirable:

  • Experience in Travel/ Tourism/ Events sector
  • Working in a Customer Service setting
  • Happy to work shifts and weekends
  • Languages: French, German or Spanish
  • G-Suite experience

About us

The NUCO travel group exists to inspire, encourage and facilitate adventure travel for the whole world to enjoy.

We are made up of the following 5 brands all with one mission to deliver incredible, inclusive, sustainable and accessible experiences that people remember forever.

We Are NUCO | where it all begins | the home of epic student experiences

NUCO holidays | home of holidays for the snowsports generation

Erna Low | the original family ski specialist

NUCO creates | created, launched & homegrown events and festivals

Powered by NUCO | trusted travel event services partner

Each of these brands (and their relevant sub brands) come together to make a full lifecycle of travel experiences.

Benefits

NUCO has won awards for being one of the Top 20 Businesses to work for in travel. Part of this is because we believe that not all benefits are quantifiable in a monetary sense. Here at the NUCO Travel Group, we like to ensure we are giving back on all levels:

Financial

  • Competitive salary and bonus (up to 15%)
  • Friends & family discount on ski holidays (and some treats the longer you are with us)

Social

  • Regular “low key” drinks after work and social opportunities
  • Several paid-for socials through the year and annual team-building trips, including the annual NUCO Ball and our Team Ski

Work

  • Flexible working environment, occasional remote working (dependent on business needs)
  • Clear career development and CV amplification opportunities after the initial contract
  • Exposure to senior leadership for training and mentoring
  • Potential resort experience

Products & tools

  • Merch Pack (T-shirts, SunGod sunglasses and beanie)
  • Huge discounts on a wide range of companies, brands and experiences

Health

  • Welfare work package

Our commitment to equality and diversity

All NUCO employees must have respect for every individual, adhering to, promoting and developing our Culture Manifesto. This means, but is not restricted to, treating all with dignity, consideration and fairness in addition to accepting and welcoming differences between people.

NUCO is an equal opportunity employer and prohibits discrimination and harassment of any kind. Please see our full statement on our careers page. NUCO encourages and welcomes all applicants to apply.

For more information about working for NUCO check out our careers page, blog, social media or get in touch.