Junior Customer Experience Specialist London, England
Job description
Who are Flash Pack?
Flash Pack creates boutique group adventures for solo travellers aged 30-49.
We launched in 2014 to disrupt outdated clichés associated with group tours and empower a new generation of bold, energetic solo travellers in their 30s and 40s. This untapped demographic had not only been underserved by the travel industry, but misunderstood.
We quickly transformed into a high-growth, mid-stage start-up connecting Flashpackers in over 15 global markets. Customers who travelled with us LOVED it – and we grew really fast as a result. Then Covid hit the travel industry. The last 18 months have been a journey but we’re back with the support of fantastic venture capitalists, and have massive plans for global expansion in 2023 and beyond.
Now, our mission is to create one million friendships through the power of group adventure. To reignite human connection and bring like-minded solo travellers in their 30s and 40s back together, on luxurious, authentic adventures, packed with hard-to-do-by-yourself experiences, that create lasting friendships. In fact, 80% of Flashpackers already stay in touch. And over 60% now come from outside the UK, bringing with it the potential for sustainable but rapid growth.
International demand for solo travel is starting to boom once again – and Flash Pack is here to lead the charge of a growing global movement. To fulfill this mission, we’re expanding our team with some of the best talent around. That’s where you come in…
Who we’re looking for
We are looking for an enthusiastic and eager Junior Customer Experience Specialist to join our Customer Experience team. You will primarily be responsible for performing administrative duties related to the onboarding of customers as their adventures approach, to ensure a seamless customer experience. You’ll ensure that customer details are accurately captured, provide customers with pre-trip information and support the wider team with other essential tasks.
As a member of the Customer Experience team, you will have the opportunity to work in a fast-paced and exciting environment, supporting the team in providing exceptional customer service to our customers. Outstanding attention to detail and a natural ability to problem-solve will be key factors in your success in this role.
This is a Remote Flexible role meaning that while it is contracted to the London office there is flexibility to work from home the majority of the time. You will ideally be based in the UK, but we're open to applications from those based in countries within +/- 2 hours GMT (business hours). The whole company currently meets in the London office once every six weeks for an off-site collaboration day and your team may meet a little more regularly for team working and ad hoc events such as interview days, onboarding and training.
What you’ll be doing
Managing Pre-trip Operations: you will ensure that all customer details are correct for every tour, managing customer information such as personal details, dietary requirements, and any special requests. You will manage customer rooming lists and work closely with our local partners ensuring they have all the information they need to run a successful adventure.
Customer Onboarding - you will ensure Flashpackers have a smooth onboarding experience by gathering and preparing their pre-trip documentation.
Communicating with customers and suppliers - you will be responsible for communicating with customers and suppliers to ensure that all final deadlines are met. This includes managing all pre-trip information, issuing it to customers and partners, and responding to any enquiries they may have.
Process improvement - you will work within business timescales and departmental processes to complete your tasks. You will be empowered to make a real difference to the Customer Experience team by providing valuable insights and driving process improvements.
Stakeholder management - you will work productively with our local partners as well as internal teams, continuously providing input to Adventure Ops, Tech and Sales on how we can improve the experience for flashpackers.
Your responsibilities will regularly change and develop as the business grows, and it is important that you are comfortable getting involved in tasks outside your remit in order to help the business meet our key objectives.
You’ll be measured and rewarded based on:
- Accuracy and operational success
- High quality and timely completion of CX tasks
We’re after the right person and as such you don’t have to tick all these boxes, as we know some people are less likely to apply for the role unless they are 100% qualified.
About you:
We look for people who share our values and can add to our culture. Our culture is centred around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity. We care deeply about surrounding ourselves with ambitious, exceptional but humble individuals and believe that our culture is our greatest advantage against our competitors as well as thriving as the industry changes.
- You Simplify, Focus, Execute. You can manage your own time and prioritise tasks
- You pride yourself on service and prioritise in this order: Customer, Team, Self
- You have a Growth Mindset and a passion for continuous learning, readily absorbing new information
- You Embrace the Adventure and just roll with it, working well under pressure, showing good judgement and handling challenging situations. You understand that start-ups are unpredictable environments and you’re flexible and comfortable with a degree of chaos
- You’re nice. You demonstrate Humility and get that the team is more important than yourself
What else?
- You possess excellent communication skills, both written and verbal
- You have meticulous attention to detail, demonstrating a methodical and thorough approach
- You have strong proficiency in spreadsheet management and organisation
- You’re not fazed by new technologies. You’re able to pick up new things quickly: we use a lot of web-based services
Nice to have:
- A background in group travel
- Experience in a start-up or scale-up environment
- Administrative experience
- Customer Service experience
What’s in it for you?
- You’ll get 25 days annual leave, excluding bank holidays plus an extra day off on your birthday. That’s 34 days in total
- A remote-first office. We don’t care where you work from as long as you hit your targets
- The opportunity to travel and experience a Flash Pack trip
- Progression opportunities within a diverse, evolving team
- A diverse and inclusive team, with people from all walks of life. 33% of the team identify as BAME
- Quarterly company-wide socials in London, and regular spontaneous work events
- Stock options that mean something
- We have a flexible office space in Central London where you can float in and out to brainstorm, catch-up, have 1-2-1s and socialise. We will meet up as a whole company once every six weeks
Important things to know:
Salary: The salary range for this role is £23,100 - £25,000
Timings: This role will include some weekends, evenings and public holidays
Diversity and Inclusion
We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us. As we rebuild Flash Pack post-pandemic we’ll be focused on promoting self-education through our anti-racism and anti-sexism reading list and building diversity and inclusion into the company hiring, performance and progression framework. If you would like to talk to us about these efforts or have suggestions for how we can do better, we would love to hear from you.
Flash Pack is proud to be an equal opportunities employer: At Flash Pack, we embrace diversity and see it as a key competitive advantage. There is always more we can do but that's why we're committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.
We’re a growing team and happy to make any accommodations we can for individual needs. If you have additional accessibility or another requirement we haven’t considered, we will do our best to adapt and make sure your needs are met
Our Values:
We look for people who share our values and can add to our culture. Our Culture is centred around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity. We care deeply about surrounding ourselves with ambitious, exceptional but humble individuals and believe that our culture is our greatest advantage against our competitors as well as thriving as the industry changes.
Customer, team, self: You seek what is best for flashpackers and Flash Pack before yourself or your group. Service is the foundation on which this business is built and we believe a culture that fosters non-ego, servant leadership is a truly differentiated advantage that can only be built on trust.
Growth mindset: We compete in a hyper-competitive industry where benchmarking against competitors is the norm. We’re looking for people who want to set the benchmark rather than celebrate incremental improvements over the competition.
Simplify, focus, execute: We value simplicity over complexity. We strive to ruthlessly prioritise. We say no to many things so we can focus on the things that are truly meaningful to us. Bias-to-action and avoid analysis-paralysis. Focus on great results rather than on process.
Humility: No dickheads please, this includes staff and customers. We bring together exceptional individuals but we optimise for the best team outcome. There is no individual bigger than the team and we don’t tolerate egotistical or selfish behaviour. Be self-critical, welcome feedback, continuously experiment and seek perspectives and solutions from outside the company.
Embrace the adventure: Yes we stole this from Airbnb! To us this means embracing challenges, use feedback and learn from failures and mistakes rather than dwell on them. Be a curious and a continuous learner, focus on bettering oneself and your team rather than protecting oneself.
