Customer Relations Executive

Headwater Holidays specialises in self-guided active holidays. We offer travellers the freedom to explore Europe and beyond at their own pace. With over 40 years of experience, we provide exceptional itineraries that immerse our customers in authentic local cultures and landscapes.

We're looking for a motivated Customer Relations Executive to join our team! This role is based at our Northwich office, where you’ll be part of a supportive and collaborative team environment. You’ll play a vital role in delivering outstanding service to our customers, ensuring a positive experience at every stage of their journey.

What we’ll offer:

• Competitive salary plus bonus scheme
• Contributory Pension scheme
• 25 days annual leave plus your birthday off and bank holidays
• Various employee discounts and travel opportunities
• Career progression opportunities
  
  

What you’ll do:

• Manage customer contact (calls and emails) pre- and post-holiday, ensuring high service standards.
• Handle complaints, resolve on-site issues, and manage compensation both before and after travel.
• Collaborate with internal teams to address feedback, improve products, and enhance the customer experience.
• Make booking amendments, address objections, and support customer satisfaction initiatives.
• Analyse and respond to customer feedback via CSQ and Qualtrics within set service levels.
• Support other departments, including Sales and Operations, during peak periods or with difficult cases.
• Participate in training and provide feedback to reduce future complaints and improve services.
• Fulfil additional duties such as out-of-hours support, admin tasks, and compensation logging.
  
  

What you’ll bring:

• Proven track record in delivering outstanding customer service, especially in challenging situations.
• Culturally aware with outstanding interpersonal skills that cultivate positive relationships.
• Highly diligent, tech-savvy, and confident in navigating websites and digital tools.
• Energetic and solution-focused, thriving in fast-paced environments.
• A diplomatic and sensitive approach when handling complex situations.
• Adaptable and dependable during peak travel periods and in crisis management.
• In-depth geographical knowledge of Europe or well-travelled in Europe would be a big plus!
  
  

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: [email protected]