Customer Experience and Support Specialist

Job Title : Customer Experience and Support Specialist

Team : Customer Service & Sales

Location : Cheadle, South Manchester

Working set up : Office-centric with some hybrid working available

Contract type : Permanent full-time

Hours : 37.5hours per week

Salary : Competitive salary plus bonus

Start date : August 2025

This is a crucial role within the NUCO Travel Group, primarily focused on providing exceptional customer service and comprehensive post-sales support while also contributing to sales. The role involves guiding customers, managing bookings, and ensuring a seamless and positive experience for customers across all brands. This position requires a highly customer-centric, organized, and empathetic individual with strong communication and problem-solving skills, and a focus on building long-term customer relationships.

Key Responsibilities (Approximately 75% Customer Service & Post-Sales Support / 25% Sales) :

• Act as the primary point of contact for customers, providing exceptional service and support throughout their journey.
• Communicate effectively with customers across various channels (phone, email, live chat, and text), addressing enquiries, resolving issues, and exceeding expectations.
• Manage and administer bookings, including processing payments and refunds, handling amendments, and ensuring accuracy.
• Provide comprehensive post-sales support, assisting customers with enquiries, changes, and any issues that may arise.
• Offer help, advice and solutions as the customer's first point of contact whilst they’re on holiday.
• Listen attentively to customer feedback and identify their needs and desires, providing insights to team leaders and influencing product development and service improvements.
• Guide potential customers in making informed decisions about their holiday selection, providing expert advice and recommendations based on their needs and preferences (Sales - approximately 25% of role).
• Promote and sell the company's portfolio of brands, products, and services, including upselling ancillary products and services to enhance the customer's holiday experience (Sales - approximately 25% of role).
• Collaborate with various departments within the business to ensure seamless delivery of the customer experience and provide operational support as needed.
• Represent the company's brands and values to the highest standards, ensuring a positive and memorable experience for every customer

Skills and Attributes :

Requirements :

Desirable (not essential) Requirements :

Working Conditions :

Our Commitment to Equality and Diversity :

NUCO Travel is an equal opportunity employer and prohibits discrimination and harassment of any kind. We believe in treating everyone with dignity, consideration, and fairness. We encourage and welcome all applicants to apply, regardless of background or identity.

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