Customer Experience Specialist

Glasgow City
17 Oct 2019
01 Nov 2019
Job function
Customer Service
Full Time
Contract Type


Macs Adventure is a leading UK travel company providing self-guided walking and cycling holidays for thousands of customers every year in over 35 countries. We have been operating since 2003 and as a fast-growing international business our success is driven by being a great place to work with the right people in the right roles, doing the right thing.


We are currently looking to recruit a ‘Customer Experience Specialist’ to join our Customer Operations department at MACS.

Reporting to the Sales & Customer Experience Manager, you will drive all aspects of customer service to ensure that our customers enjoy authentic, transformative travel experiences. When things go wrong, we put them right - we put ourselves in the customer’s shoes!

You will co-ordinate an improvement culture with a 'no blame' approach that ensures product quality, customer service and documentation meet standards. In addition to enabling our customers to have a great experience, you have the opportunity to make an impact on the success of a fast-growing international business and your own personal career development.

Your role will be multi-faceted and any given day might include;

  • Responding to pre-trip queries,

  • Pro-actively finding ways to delight our travellers,

  • Problem solving for customers on trip,

  • Informing customers of operational changes, 

  • Responding to customer reviews,

  • Feedback and complaints,

  • Supporting customers in crisis situations, and much more... You certainly won’t be bored!  

This is a full-time position, with occasional weekend work as required by team rota.


  • Excellent communication (written and verbal) and organisational skills

  • An in-depth understanding of what makes great customer service.

  • Excellent IT skills
  • Flexible and adaptable – a willingness to get involved with a wide variety of tasks and projects


Some of the benefits you can expect when you join MACS:

  • An award-winning office in central Glasgow, part of the Skypark complex with access to all its facilities.
  • Great discounts on Macs Adventure trips.
  • Unlimited fresh coffee, tea, hot chocolate and fruit.
  • Opportunity to participate in tax efficient benefits such as a cycle to work scheme.
  • Competitive salary plus performance related bonus. 
  • Learning and development opportunities.
  • Macs Culture Club and regular social events.


You should apply for this job if:

  • You identify with MACS Vision and Values

  • You understand what makes great customer service

  • You are committed to improving the MACS customer experience

If this sounds like you, please email for a copy of the job profile. Any completed application should be emailed to the above address and you should outline in a covering letter why you feel you are well suited to the role and include a copy of your CV.

Closing date FRIDAY 1 NOVEMBER 2019.


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