Contract Type: 12-month fixed-term contract (potential to become permanent)

Location: London (Hybrid – 3 days office / 2 days remote)

Salary: £27,000 + monthly incentive

Role Overview

As a Customer Experience Executive, you’ll look after customers who book directly through the Oliver’s Travels website, helping turn provisional bookings into confirmed sales and supporting guests throughout their booking journey.

You’ll manage payments and booking administration, answer pre- and post-booking questions, resolve issues and work with teams across the business to make sure customers receive a seamless experience.

This is a varied role combining customer service, problem-solving and commercial awareness. You’ll be measured on customer experience as well as conversion and will be expected to take ownership of enquiries and issues through to resolution.

Key Responsibilities

• Proactively convert provisional online bookings into confirmed sales.

• Contact customers to answer questions, provide reassurance and remove barriers to booking.

• Manage pre- and post-booking enquiries across phone, email and live chat.

• Process customer payments, refunds and booking allocations accurately.

• Maintain accurate customer, booking and communication records in Salesforce and other systems.

• Resolve customer issues, complaints and escalations promptly and professionally.

• Liaise with homeowners and internal teams to resolve booking and customer queries.

• Identify and resolve booking, pricing, fee and commission discrepancies.

• Complete accurate administrative and data-entry tasks relating to bookings, suppliers, agents and homeowners.

• Work closely with Sales, Product, Marketing, Finance and other teams to deliver a joined-up customer experience.

• Take ownership of finding the information needed to answer customer and homeowner queries.

• Work towards agreed conversion, customer experience and operational KPIs.

• Represent Oliver’s Travels and deliver consistently high standards of customer service.

Required Experience & Skills

• Excellent written and spoken English.

• Strong customer service and communication skills across phone and written channels.

• Strong organisation and attention to detail.

• Confidence working with numbers, including payments, fees and commissions.

• The ability to manage multiple enquiries and priorities in a fast-paced environment.

• Confidence handling difficult conversations and resolving customer issues.

• A commercial mindset and willingness to proactively convert booking opportunities.

Desirable Experience

These aren't essential, but they'd be a bonus:

• Previous experience in customer service, travel, hospitality or another customer-facing environment.

• Experience within villa rentals, boutique or luxury travel.

• Experience using Salesforce or another CRM.

• Experience handling payments, refunds or booking administration.

• French, Spanish or Italian language skills.

Personal Attributes

• Customer-focused: You care about delivering a brilliant experience and finding the right solution.

• Proactive: You take initiative and look for answers rather than waiting for direction.

• Accountable: You take ownership of customer queries and problems through to resolution.

• Calm under pressure: You’re patient, tactful and professional when handling challenging situations.

• Commercially aware: You understand that excellent service and conversion go hand in hand.

• Adaptable: You’re comfortable juggling different tasks and responding to changing priorities.

• Collaborative: You communicate openly and work effectively across teams.

• Detail-oriented: You understand that accuracy matters when dealing with bookings, payments and customer information.

Working Pattern

This is a full-time role working five days per week, 7.5 hours per day, on a rota between 8am and 7pm Monday to Sunday, including weekend shifts.