Groups Customer Experience Coordinator (Travel)
Salary: £26,000 - £28,000
Location: UK (Remote)
Hours: Full-time
About Swoop
Swoop is a global community of adventure travel enthusiasts that has helped over 10,000 people to experience the extraordinary landscapes and wildlife of Antarctica, Patagonia and the Arctic. Since our foundation in 2010 our success has been built upon our specialist knowledge of tourism in our regions, our commitment to doing the right thing for people and planet, our ambition to shape the travel industry for the better, but most of all our connectedness as a global team.
About the role
Swoop is on the lookout for a dynamic and skilled Groups Customer Experience Coordinator, with a passion for travel and delivering exceptional group experiences to help customers prepare for their adventures to Antarctica & Patagonia. In this role, you’ll be central to managing and coordinating group bookings, ensuring seamless experiences by tailoring itineraries and addressing specific needs of each group. This role is perfect for someone driven by customer service and relationship building.
We’re looking for someone who thrives in customer-focused environments, particularly with groups of travellers with an infectious enthusiasm that shines through on the telephone, video and email to engage and energise customers. You will be skilled at managing group dynamics and have excellent communication skills to build strong, empathetic connections with customers, group leaders, partners, and colleagues, ensuring clear and effective communication across all channels.
This role suits a proactive team player who brings energy and positivity to every customer interaction—whether by phone, video, or email. Beyond group coordination, you’ll also contribute to broader team efforts, including nurturing relationships with key partners and supporting company-wide projects.
Key responsibilities:
Manage group bookings and itineraries, ensuring all needs are met with a high standard of service.
Work with group leaders to define and deliver a seamless customer journey.
Collaborate with the Customer Services Manager to develop efficient, streamlined processes for managing group operations.
Serve as a key contact for customers, partners, and team members, providing clear, empathetic updates on group arrangements.
Maintain detailed records for bookings, schedules, and customer interactions, ensuring accuracy across multiple platforms.
Respond quickly to challenges, proposing effective solutions to maintain smooth group experiences.
Build positive relationships with group leaders and customers to foster loyalty and trust in Swoop.
Lead presentations to groups confidently, sharing essential travel information and answering any questions.
About you
Must-have Requirements:
Experience in Group Coordination and Management: Proven experience managing group bookings within the travel industry, with the skills to handle group dynamics, coordinate itineraries, and accommodate group-specific needs while upholding high service standards.
Systematisation of Group Processes: Extensive experience working with groups, coupled with the insight and expertise to collaborate with the Customer Services Manager in developing more efficient and streamlined systems and processes for managing groups.
Exceptional Communication Skills: Strong, empathetic communication abilities to ensure clear and effective channels with customers, partners, and colleagues.
Strong Administrative Skills: High attention to detail with proficiency in managing group bookings, tracking tasks, and maintaining multiple spreadsheets and itineraries accurately.
Effective Time Management: Proven ability to prioritise and plan workloads effectively in a fast-paced environment.
Problem-Solving and Adaptability: Quick-thinking and solution-oriented, with a strong ability to adapt to new challenges as they arise.
Confidence in Public Speaking and Group Presentations: Comfortable presenting to large groups and conveying essential information clearly and professionally.
Relationship Building: Experience in a customer-focused environment with the ability to build positive relationships and set a unique customer journey for each group.
Quick Learning and Adaptability: An enthusiastic learner with the drive to quickly master new systems and processes, bringing value from day one.
Desirable Qualities:
Knowledge or Passion for Our Destinations: A strong understanding of, or genuine passion for, the extraordinary regions we serve—Antarctica, the Arctic, and Patagonia. This connection to our destinations will help inspire memorable experiences for our customers.
Employment details
Salary:
Salary of £26,000 - £28,000 depending on experience. Plus company bonus.
Holiday:
Twenty-five days paid holiday, in addition to your birthday and public holidays.
Working Hours:
Full-time, Monday to Friday 9-5:30pm. However, some flexibility will be required around working hours to meet the needs of our customers, as they are based around the world.
There may be occasional weekend on-call working, with compensatory time off during the following week.
Location:
This role is primarily remote, but we value face-to-face interactions for collaboration, training and team building. Occasional visits to the Bristol office may be required.
Benefits Include:
Familiarisation trip to our destinations
Opportunity to work-and-travel
Annual Swoop Summer Adventure
Monthly company bonus
Company laptop and phone
Wellbeing support
How to apply
If you feel you’ve got what it takes, please do apply. The closing date is 29th November 2024.
Supporting you to be yourself
Swoop is committed to creating a diverse environment and is proud to be an equal opportunity employer for all Swoopers all over the world. All qualified applicants will receive consideration for employment without regard to race, colour, religion, identity or expression, sexual orientation, national origin, disability, age, or veteran status. We support Swoopers to feel they can be absolutely themselves, because only then we will get the best out of each other.