Customer Experience Executive

Lovetovisit is looking for an enthusiastic Customer Experience Executive to join its dynamic and committed team.

Role Description

As a Customer Experience Executive you’ll often be the first contact between customers and Lovetovisit, using written and telephone communication to provide the highest levels of support. Our number one value is ‘user experience is everything’.

The Customer Service role is all about helping people, with a focus on quality. Reporting to the Customer Experience Manager, you will utilise a range of in‑house IT systems to ensure we maintain a consistently high‑level of customer satisfaction.

You’ll report and communicate to all of the Lovetovisit departments: Tech, Partnerships, Content and Comms, depending on the query you’re dealing with. An understanding of the ‘bigger picture’ is therefore really important and you’ll learn quickly!

This is a fantastic opportunity for anyone wanting to work in an incredibly fast‑paced environment for a highly ambitious company. You will be a keen and passionate problem solver, an excellent communicator and have strong writing skills.

We are looking for dynamic, self‑motivated individuals who are keen to provide outstanding customer service, have good attention to detail and want to ensure that Lovetovisit maintains its excellent reputation for customer experience.

Key Responsibilities

• Answering telephone and written enquiries from our customers
• Managing amendments and refunds
• Writing and updating knowledge base articles to train our AI chatbot
• Speaking to attractions and event organisers, where required, to assist our customers
• Escalating to the appropriate internal teams
• Hitting targets for time to respond and time to action for all customer contact

Experience & Skills

• Previous experience of delivering excellent customer service (within a Contact Centre) is preferred but not essential
• Confident telephone manner

Qualifications

• PC literate – including MS Office applications such as Outlook, Word and Excel; Experience with Customer Support systems is desirable (Zendesk, Freshdesk, etc.)
• Strong Google skills
• Degree preferred but not essential

Personal Qualities

• Strong communication skills (verbal and written). Excellent spoken English.
• An attention to detail
• Ability to work as part of a team – positive outlook and high energy are key!
• Enthusiasm to develop new knowledge and skills
• Commitment to quality customer service

Contract Type

Full‑time: Tuesday to Saturday (8:30 am – 4:30 pm) – 37.5 hours per week. Some flexibility around hours may be possible for the right candidate but these days are fixed. Office based in Cardiff City Centre Tuesday to Friday, Work from Home on Saturday.

Salary: £24,853 per annum (at age 21+)

25 days annual leave (pro‑rata) + Bank Holidays

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