Customer Service Specialist

£24,570

Glasgow, UK (3 days per week in the office) 

Working Patterns: We're looking for candidates available to work Monday–Friday. There may also be opportunities for those interested in working five days across the weekend (Friday-Tuesday). 

Do you thrive on creating unforgettable customer experiences that build lasting loyalty? Are you passionate about travel, adventure, and the great outdoors? If so, we want to hear from you!

Supporting our customers throughout their Macs Adventure journey, you will look after them once they have made their booking, answering questions and arranging those important final details. You will then be there to support and solve any issues they have whilst they are travelling with us and closing the feedback loop to ensure they book again.

Reporting to our Customer Service Manager (Europe), this is a fantastic opportunity to join an ambitious, fast-growing international business and progress your career in travel. This customer-focused role is key to communicating our brand values, delivering memorable trips and creating loyal Macs adventurers!

About Macs Adventure

We’re a scaling adventure tour operator on a mission to be the leading global brand in self-guided, active travel.

Welcoming over 30,000 customers on over 600 walking and cycling trips to destinations around the world, we employ over 180 people across the UK, US and Germany who share our purpose to create #macsmoments by leading, advocating & enabling self-guided, active travel as a positive force for people and planet.

In November 2024, we proudly achieved B Corp certification, marking a significant milestone in our journey toward sustainable, values-driven growth.

Our Culture

We’re an ambitious, forward-thinking business with a bold vision for the future, and our culture reflects these ambitions. We’re an action-oriented, fast-paced organisation and we like to have fun along the way. We’re looking for people who can grow with Macs and join us on our journey. It’s not the easy route and we’re looking for people who enjoy challenges, love learning, want to make an impact and align with our core values:

• Love the journey: A Macs trip is all about the journey, not the destination. We are all believers in Macs’ unique brand of self-guided, active travel and shout about it. As more travellers convert to the Macs Way, we accept our business will grow and change. We welcome new connections, and embrace to new opportunities. Carpe diem!

• Take a different path: We’re not different for different’s sake; but we won’t succeed if we’re just the same as everyone else. We devise creative solutions to problems, find new ways of doing things, and trust colleagues who are doing so too. We are brave and feel empowered to take the initiative. We ask ourselves: is what I’m doing authentically Macs?

• Tread thoughtfully: We are considerate, empathetic and try to put ourselves in our customers’, suppliers’ and each other’s shoes. We support local, and find ways of having less negative impact on the planet. We find ways of having positive impact on people and communities. We are fair, and we do the right thing.

• Go the extra mile: We know that creating a perfect #MacsMoment involves going that bit further. We imagine the best feedback we can get and set out to earn it. We take ownership and accountability – it’s yours, not someone else’s, problem. We step up and help our team mates when they need us.

What you’ll do; 

The Customer Service team are obsessed with efficiency, quality and loyalty. We support our customers from all over the world from the moment they confirm their bookings with us. You will be joining a customer-focused, passionate, organised, and resilient group with a hands-on attitude who make things happen together.

• Communicate with customers via phone calls, live chats and emails. Use technology such as a CRM and Zendesk in an efficient manner.

• Answer customer questions on a broad range of trips and destinations and the Macs Adventure App/My Account. You will make the journey seamless pre, during and post trip.

• Engage with customers and communicate the Macs Adventure brand promise.

• Process customer payments.

• Collect and update contact, travel details, interests and pre-trip information.

• Work with our internal operations team to ensure that the customer’s trip is arranged to perfectly meet their needs.

• Support customers with broad range of on-trip challenges from baggage transfers to medical emergencies.

• Assist customers in crises or incidents while on trip .

• Complete general administrative tasks across our booking platform and communication systems.

• Respond to feedback and close the feedback loop for customers post trip and make sure they keep coming back.

• Collaborate across teams as the voice of the customer in our organisation.

• Be an active positive member of the team.

• Actively support your colleagues and be there for them.

• Contribute and participate in team calls and meetings.

What you’ll bring;

• It is essential that you have at least 3 years’ experience of customer-facing roles centred around problem-solving and creating customer delight, ideally (although not essentially) in the travel industry.

• Ability to empathise with and be the voice of the customer.  

• Experience of complaint handling.

• Outstanding customer service and problem-solving skills.

• An excellent eye for detail and administrative skills.

• Able to multitask, prioritise and establish deadlines to ensure competing objectives are met.

• Interpersonal and team skills which enable you to build great relationships internally and externally.

• Highly confident, competent and articulate individual who can communicate professionally.

• Excellent written and verbal communication skills.

• Experienced and fluent in using IT systems such as email, livechat, phones, booking/company systems and MS office suite.

• Learning orientated.

• Resilient and flexible.

• A hands-on individual willing to go the extra mile for customers, colleagues and the business.

• Must be in the Glasgow area. The position offers a hybrid office and work from home model with 3 days in the office and up to 2 days remote work.

Not essential, it would be a bonus if you;

• Previous experience in the travel industry, a passion for active and adventure travel.

You could belong here;

To deliver adventures for more than 30,000 customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

What we’ll offer

As well as your salary;

• ANNUAL LEAVE: We’re an inclusive employer and celebrate diversity. We want you to be able to take holidays that matter to you, so 8 public holidays are included in your annual leave allowance of 33 days, which increases to 35 days after 5 years’ service.

• BIRTHDAY BOOSTER: An extra day off on your birthday!

• PENSION: We offer a contributory pension scheme.

• DISCOUNTS: You are eligible for great discounts on Macs Adventure trips!

• TRAVEL INSURANCE: We provide you and your spouse/partner/children with annual worldwide travel insurance.

• FLEXIBLE WORKING: A flexible work culture - you’ll be able to work from home as well as coming into our hub office in Glasgow 3 days per week to collaborate with colleagues.

• GETTING TOGETHER: Regular team, management and leadership meetings and retreats.

• CULTURE: An innovative, fast growth, international and solution focused culture, where we work hard to embed our values across the business.

• L&D: We support your self-guided learning journey to make the most of your strengths.

• WELLBEING. We'll support you in looking after your health and wellbeing so you can do your best work.

• TRAVEL: Occasional international travel may be required.

• IMPACT: The opportunity to make a difference in people’s lives and the planet.