Customer Experience Advisor (Hospitality)

TL;DR

Customer Experience Advisor (Hospitality): Managing customer enquiries, bookings, and payments for a social enterprise hostel network with an accent on high-quality service delivery and solution-focused support. Focus on optimizing the guest journey, handling membership renewals, and achieving revenue targets through product recommendations.

Location: Hybrid – Must be based in the UK (2 days per week at Head Office)

Salary: £25,200 per annum

Company

hirify.global is a social enterprise and charity dedicated to enriching lives, especially for young people, by providing accessible hostel stays and travel experiences.

What you will do

• Handle family and individual bookings from initial enquiry through to payment, cancellation, and refund.
• Provide professional support for membership queries, including new applications and renewals.
• Recommend suitable hirify.global products and upgrades based on customer needs to support revenue targets.
• Process payments and refunds accurately, adhering to hirify.global policies and banking best practices.
• Maintain accurate customer and member records in compliance with data protection requirements.
• Collaborate with the team to enhance customer loyalty and identify opportunities to increase income.

Requirements

• Must be based in the UK to support the hybrid working model (2 days/week in office).
• Proven experience delivering excellent customer service in a fast-paced environment.
• Strong numeracy and literacy skills with a high level of attention to detail.
• Proficiency in IT, specifically Microsoft Office and customer management systems.
• Professional telephone manner and strong written communication skills for email correspondence.
• Ability to remain calm and professional when dealing with challenging or sensitive situations.

Nice to have

• Experience working in a sales, contact centre, or target-driven customer-focused role.

Culture & Benefits

• 10 nights of free hostel stays per year for the employee and up to 3 guests.
• Annual free hirify.global Membership.
• Access to a staff discount and cash back portal.
• Support provided via an Employee Assistance Program.
• Inclusive work environment that values lived experiences and provides robust induction and ongoing training.