Company Description
Into The Blue Activity Gift Vouchers Limited is a leading UK provider of experience gifts and activity vouchers. Established in 1996, we offer thousands of unique experiences nationwide, from flying lessons and supercar drives to spa days, gourmet experiences and family adventures. With a customer-focused approach and a passion for creating memorable moments, we continue to innovate and grow as one of the UK's most trusted experience gift brands.
The Role
We are looking for a friendly, proactive and customer-focused Customer Service Representative to join our team in Hatfield. You will be the first point of contact for our customers, ensuring they receive outstanding service across phone, email and live chat.
You will support customers with enquiries relating to orders, gift vouchers, bookings, exchanges and general product information, helping to deliver a seamless customer journey from purchase to experience redemption.
Key Responsibilities
- Respond to customer enquiries via phone, email and live chat in a professional and timely manner.
- Assist customers with:
- Gift voucher purchases and redemptions
- Order tracking and amendments
- Booking enquiries and cancellations
- Returns, exchanges and refunds
- Product and experience recommendations
- Resolve customer complaints efficiently and empathetically, escalating complex issues where necessary.
- Accurately record customer interactions and update CRM systems.
- Liaise with suppliers and internal teams to ensure customer issues are resolved quickly.
- Maintain high standards of customer satisfaction and meet agreed service level targets.
- Support the wider Customer Experience team with administrative and operational tasks as required.
About You
We're looking for someone who:
- Has previous experience in a customer service, retail, hospitality or e-commerce environment.
- Possesses excellent verbal and written communication skills.
- Is passionate about delivering exceptional customer experiences.
- Can multitask and remain calm in a fast-paced environment.
- Has strong problem-solving skills and attention to detail.
- Is confident using Google Workspace and customer management systems.
- Has a positive attitude and enjoys working as part of a team.
Desirable Skills
- Experience working in e-commerce or online retail.
- Knowledge of CRM or ticketing systems such as Intercom, Zendesk or Salesforce.
- Experience handling social media customer enquiries.
- An interest in gifting, leisure or experience-based products.
What We Offer
- Competitive salary and performance-related bonus opportunities.
- Staff discounts on experiences and gift vouchers.
- Career development and training opportunities.
- Friendly and supportive team culture.
- Modern offices in Hatfield
- Hybrid working options
- Company pension scheme and employee wellbeing initiatives.
Job Type: Full-time
Pay: Up to £26,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Private medical insurance
- Work from home
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Hatfield (Hertfordshire, East of England Region)
