Junior Customer Experience Specialist

Job Description

About Flash Pack:

When was the last time you made a new friend? The quality of your relationships is the single most important factor for your mental health. Travel has a unique ability to fast-forward the friendship-making process, which is why we’re on a mission to create one million meaningful friendships using the power of travel and technology as a platform for human connection.

We create curated social adventures for solo travellers in their 30s, 40s and 50s. Since launching in 2014, we’ve seen impressive year-on-year growth and become the category leader in a thriving, rapidly expanding market with the majority of our business now in the US.

We’re well-funded, we’ve shaken up an outdated industry, and we see ourselves as a friendship company far more than a travel company. Our culture is down-to-earth, hard-working and compassionate, built by exceptional people who care deeply about doing work we’re proud of.

You can find out more about our culture and life at Flash Pack here.

The Role:

We're looking for two Junior Customer Experience Specialists (Pre-Trip) to join our existing team, reporting to the Customer Experience Manager.

These roles are part of our strategic growth to support and elevate customer experience across Flash Pack. Centered around pre-departure preparation and customer readiness, you'll ensure travelers have everything in place before their adventure begins. You'll manage the accurate flow of customer information, coordinate with our local partners, and handle the operational detail that makes every trip run smoothly from day one.

In line with our salary framework, the salary for this role is £28,000 p.a. This role is Monday to Friday, based remotely with the option to use our London office space as needed, and quarterly socials in London.

Where you will spend your time:

• Creating and sending trip manifests to our local partners, ensuring all customer information is accurate and complete ahead of departure

• Proactively chasing customers for any missing information required to confirm bookings and services for their adventure

• Creating and sending arrival transfer documentation to customers, keeping them informed and prepared

• Managing single room requests and extra services

• Requesting additional spaces on adventures with our local teams and coordinating On Request bookings

• Managing and updating group communication links within internal booking and communication platforms

• Managing customer cancellations and general inbox enquiries with professionalism and care

• Contributing to additional projects and responsibilities as the role develops and the team's needs evolve

What we’d love to see from you:

• A genuine connection to Flash Pack's values and the ability to embody them in your approach to customer experience and team collaboration

• Exceptional attention to detail — you take pride in accuracy and understand that the small things matter when people are about to go on the trip of a lifetime

• Highly organised with strong time management skills, comfortable handling a high-volume workload and switching between tasks without dropping the ball

• A proactive, solutions-focused mindset — you anticipate what's needed, chase things down before they become problems, and aren't afraid to suggest a better way of doing things

• A customer-first approach, communicating clearly, warmly and professionally whether you're emailing a traveler or coordinating with a local partner

• A dedication to personalised service – you go above and beyond for customers, you’re happy making people happy

• You’re emotionally intelligent – you can anticipate customer needs and offer up solutions and assistance that actually makes a difference to them

• Collaborative and reliable — you work well across teams, take ownership of your work, and thrive in a fast-paced environment

• Comfortable using CRM tools, internal systems, and messaging platforms, with strong Excel and administrative skills

• Someone who learns from mistakes, stays calm under pressure, and brings a positive, can-do attitude to the team
  
  We’re after the right person and if you don’t quite hit all the criteria, we’d still encourage you to apply. We’d love to chat and see if you could be a great fit for Flash Pack.

Interview Process 🛠️:

Our interviews take place on Google Meet and usually consist of the following stages:

• Introductory chat with our talent team to see if there is a match between your skills and values and that of Flash Pack (30-45 mins)

• A competency and skills-based interview with the hiring manager and a key stakeholder to hear more about your background and experience and to give you a deep dive into the role (45-60 mins)

• A task relating to the role with the hiring manager and a key stakeholder to see how you’d solve a problem (~60 mins)

• Meet with one of our founders for any final questions you or we have (45-60 mins)

Benefits, Perks and Ways of working

🌎 Diverse and Inclusive Team: We are committed to fostering an inclusive workplace where all employees feel supported, respected, and empowered to reach their full potential.

💰 Competitive salaries, Pay transparency, Growth opportunities: Our progression, levelling and compensation framework is designed to offer career path progression opportunities for both individual contributor and manager tracks. Pay is completely transparent.

🕰 Generous Matched Pension: Flash Pack contributes up to 5% in the UK pension scheme. We're committed to helping you plan for retirement and achieve financial security.

📈 Stock Options: We believe that everyone should share in the success of Flash Pack as we grow. As a contributor to that success, stock options are available after your first year of employment.

🌴 Generous Annual Leave and Flexible Bank Holidays: Enjoy 25 days of annual leave and Bank Holidays to rest, recharge, and explore. ➕ We close between Christmas and New Year. ➕ If you celebrate different holidays you can always trade them out! ➕ You’ll enjoy an additional day off for your birthday. ➕ You’ll earn an additional day for each year at Flash Pack, up to 5 days accrued.

👪 Enhanced Parental Leave: No matter how your family gets started, we are here to celebrate and support by offering enhanced and inclusive parental leave. If you’re the primary caregiver you’re supported by 16 weeks full pay. If you’re the secondary caregiver you’re supported by 4 weeks full pay.

❤️‍🩹 Life-Change Care Plans: We are aware that there are life changes that affect us all. Our Care Plans focus on personalised accommodations, flexibility and understanding in order to provide the right level of support for each individual.

🧠 Unlimited Mental Health and Wellbeing Support: Your mental health and wellbeing matter to us. Access to therapy and counselling services through Oliva is available to ensure you feel supported and empowered to thrive.

💻 Remote-Flexible Workplace: We are a remote-flexible company. Whether you prefer the comfort of your home, a cozy cafe, or a beachside retreat, you'll have the flexibility to work where you're most productive - so long as you have lightning-fast WiFi access. You should be available to meet every 6-8 weeks in our central London office.

⚡️ Flexible Work Hours: We know everyone works better at different times. You are free to work when you are most productive as long as you fulfil your responsibilities and are available for at least 3 hours of overlap per day with your team. (Some teams vary based on nature of the role)

✈️ Work from Abroad: Expand your horizons with the opportunity to work from abroad 45 days throughout the year.

🥳 Socials and Company-wide Events: Our culture of connecting is key in a remote-flexible environment. From team outings to company-wide events, we believe in nurturing strong bonds and creating memorable experiences together.

🖥️ Home Office Budget: We provide each employee with a budget of up to £300 (or the local equivalent) to purchase your own choice of home office equipment, as deemed necessary.

🤗 Refer a friend or family member: If you help us fill one of our positions and they pass their probation you will get a £1000 bonus!!

Diversity and Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see our diversity as a key competitive advantage which is why we are 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.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met. Once you apply, you will be sent a short Equality, Diversity & Inclusion survey, it would help us immensely if you can complete it.

Flash Pack GDPR Compliance: Please take two minutes to read our Flash Pack Privacy Notice for Recruitment and learn how we will process your data.