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C&M Travel Recruitment Logo C&M Travel Recruitment · Customer Service

Customer Experience Manager

United Kingdom, Brighton and Hove 34000.00 GBP / Year · Job Posted June 09, 2026
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Job Description

Are you a strategic thinker with a passion for service excellence? A leading UK-based educational travel provider is seeking a talented Customer Experience Manager to join their successful team. This is a fantastic opportunity to shape how thousands of young travellers experience school trips, while driving innovation and continuous improvement across the business.

Job Responsibility

  • Acting as the primary contact for all customer feedback and concerns
  • Analysing feedback trends and translating insights into actionable improvements
  • Leading internal discussions to address service challenges and enhance delivery
  • Engaging with customers who raise issues before, during, or after travel
  • Encouraging repeat bookings through strategic collaboration with sales teams
  • Ensuring company practices align with industry regulations and internal policies
  • Overseeing data protection compliance and acting as the designated person for GDPR matters
  • Designing and delivering training programmes focused on service excellence
  • Managing insurance-related processes including claims, training, and reconciliation
  • Contributing to health and safety and incident response planning
  • Championing inclusive travel experiences and ensuring accessibility standards are met
  • Advising on the ethical use of emerging technologies, including AI, to enhance customer service

Requirements

  • Experience of working in a customer service / customer relations / customer experience management role within the travel sector
  • Familiarity with UK travel regulations including ABTA Code of Conduct & Package Travel Regulations.
  • Strong interpersonal and conflict resolution skills
  • Ability to interpret data and present strategic recommendations
  • Excellent organisational and collaboration skills
  • Knowledge of safeguarding policies in travel or education
  • Awareness of AI tools and their application in customer engagement
  • Proven success in high-pressure service environments
  • Confident communicator and trainer
  • Self-motivated with strong time management

What we offer

  • Hybrid working after initial induction, 3 days in the office
  • Two annual learning and development days
  • Opportunity to travel and experience trips first-hand
  • Supportive, people-first company culture
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