Senior Customer Experience Agent

About Us

Sports Travel Group is a premium sector B2C and B2B golf tour operator and event organiser. Our three founders have long histories in golf travel, hospitality and events and are seeking to change the way golf travel is presented and consumed. Our global client portfolio includes elite private clubs, leisure and golf tour operators, agents and concierge providers, HNW individuals, private family offices and corporate entities invested in golf.

Our offices are in London, St Andrews, Stockholm, Oslo and Singapore. We have ambitious plans for growth and are looking for people with the same ambition to help us achieve them. Candidates should be highly organised and ideally have an interest in golf, with determination to develop professionally, acquire new skills and seek exposure to a fast-paced, growth business.

Overview

• Customer relationship management
• Post-sale client communications
• Integrated within the Operations Team
• Assisting with best in class customer service

Job Brief

We’re looking for an organised, enthusiastic and outgoing character, ideally with experience in customer experience and satisfaction roles in a travel or hospitality role. Our Customer Experience team assumes responsibility for all client communications at point of sale, guiding our travellers through to their date of travel and improving that journey at each point along the way.

You will work in tandem with our Fulfilment team, who oversee the supplier interaction and administration of each trip - as well as interacting closely with the Sales and Product teams. Among the daily tasks, you’ll be educating our clients pre-travel, gaining deeper knowledge of their interests, taking advantage of any upsell opportunities and creating deeper affinity between customer and our brand.

Candidates should have experience in customer service within a commercial environment, ideally in the travel, hospitality or membership sectors. An interest in golf is a significant asset. A positive and creative approach plus great communication skills both in person and digitally are expected, as is the desire to learn, develop and make a genuine contribution to a business in a high growth phase.

Responsibilities

• To act as a contact for clients from point of sale onwards. Including VIP customers
• To oversee the work of more junior CX agents
• To support a seamless and professional customer journey
• To work closely with the Sales team to help strengthen relationships with existing and new clients alike
• To provide information and guidance for customers in advance of travel
• To work closely with our Fulfilment Team to ensure a deep understanding of trip details
• To use customer interaction to improve our CRM
• To assist with event hosting

Required Competencies

• Experience within a customer service environment
• Outstanding communication skills
• A warm and friendly personality
• Great organisational skills
• Creativity and ambition

Employment Terms

• Full time, 40 hours per week
• Workplace pension scheme (after three months)
• 25 days paid holiday per annum
• Reports to: Customer Experience Manager
• Salary: £25,000-£30,000, experience dependent
• Eligibility for company wide bonus and incentive schemes
• Location: St Andrews, Onsite