Customer Experience Manager

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About us

Equity is an ambitious school tour operator based in Brighton. For over 90 years we've been working with schools, colleges and clubs, helping young people explore the world, build confidence and create lasting memories.

We're a team of passionate travel professionals who care deeply about what we do. Whether it's sourcing the perfect destination or managing the logistics behind the scenes, we believe in the power of travel to inspire and educate.

As a business, we also believe in supporting our people, offering real opportunities to grow, contribute and be part of something meaningful.

About the Role

We're looking for a proactive and insightful Customer Experience Manager to join our team and lead the way in how we listen to, learn from, and act on customer feedback.

This is a key role that sits at the heart of our mission to deliver exceptional school trips. You'll be the central point for all customer feedback, using data and insight to drive improvements, support compliance, and champion a culture of service excellence across the business.

You'll also play a vital role in safeguarding our reputation, supporting regulatory compliance, and helping us deliver inclusive, safe and enriching experiences for every young traveller.

Key responsibilities include:
• Acting as the central point for all customer feedback and service improvement initiatives.
• Leading customer service meetings and presenting actionable insights to stakeholders.
• Engaging with customers to resolve concerns and support retention.
• Overseeing compliance with ABTA, GDPR, Package Travel Regulations and other industry standards.
• Serving as the company's Data Protection Officer and Access & Inclusion Officer.
• Designing and delivering customer service training across the business.
• Supporting insurance and risk management processes.
• Contributing to safeguarding investigations and promoting a culture of safety.
• Providing strategic guidance on the responsible use of AI tools to enhance customer experience.

About you

We're looking for someone who's passionate about customer service and confident working in a fast-paced, dynamic environment. You'll be a clear communicator, a skilled problem-solver, and someone who thrives on making things better.

You'll also bring:
• A background in customer service management, compliance or quality assurance.
• Strong analytical skills and the ability to turn feedback into action.
• Experience designing and delivering training.
• Knowledge of regulatory frameworks (ABTA, GDPR, Package Travel Regulations).
• Excellent communication and conflict resolution skills.
• A practical, solutions-focused mindset and strong attention to detail.
• Experience in the travel or education sector, safeguarding, or inclusive practices is a bonus-but not essential.

Application Process

We're open to applications from all backgrounds. If we need to make any adjustments during the selection process just let us know.

We're also proud to be part of the Circle Back initiative where we commit to giving feedback at every step of our recruitment process.

Work Arrangements

This is a full-time role based in our Brighton office. Following an induction period we offer hybrid working (at least 3 days per week in the office).

Benefits and culture
In addition to statutory bank holidays, we offer 20 days annual leave, an extra day off for your birthday, and learning and development days to help you grow your skills and experience.

We have an informal culture which prides itself on being warm, empathetic and always human-putting people first.

We are a disability confident employer.

We look forward to receiving your application!