Job Overview
Join our passionate team and help deliver seamless ski holidays for our customers travelling to Andorra.
This is a varied, fast-paced role combining customer service, sales and operations. You’ll manage customer enquiries and pre-travel communication, sell and coordinate ski extras including lift passes, ski school, equipment and airport transfers, and support customers throughout their entire journey – from initial enquiry and booking through to after-sales support, their time in resort and post-travel queries.
You’ll also help resolve changes, complaints and unexpected issues, working closely with customers, suppliers and the wider team to find solutions quickly and professionally.
You’ll also help manage unexpected situations such as road or mountain closures, working closely with customers, suppliers and the wider team to find solutions quickly and professionally.
We’re looking for someone who thrives in a busy environment, enjoys problem-solving and can confidently manage multiple customers and communication channels while delivering a friendly, personal service.
This is a dynamic role and responsibilities may evolve according to business and team needs.
A knowledge of the ski industry is very beneficial.
Working Hours & Flexibility
This role operates on a flexible rota, particularly throughout the winter season. Weekend and evening work will be required, as well as working during peak holiday periods, including Christmas, New Year and school holidays.
Flexibility is an essential part of the role, as our customers may require assistance outside standard office hours while travelling or in resort.
Travel to Andorra will also be required at certain times during the season, with additional responsibilities while working in resort. The ability to ski confidently is therefore essential.
This is a seasonal role for 4–6 months, covering the winter ski season.
Key Responsibilities
- Respond to customer enquiries via email, telephone and live chat in a prompt, friendly and professional manner.
- Sell and coordinate ski extras, helping customers choose the most suitable products for their holiday.
- Manage customer communication from initial enquiry through to travel and post-booking feedback.
- Liaise with suppliers and service providers to ensure bookings run smoothly.
- Amend and cancel bookings in accordance with company and supplier terms.
- Support customers during unforeseen situations, including road or mountain closures and changes to services.
- Provide real-time assistance to guests in resort, including lesson changes, injuries and other mid-trip issues.
- Ensure suppliers receive accurate booking information ahead of customers' arrival.
- Maintain and update our resort websites with relevant snow reports, news, photographs and other content.
- Support company social media activity and professionally promote Andorra Resorts and our services.
- Manage your workload effectively and work towards individual and team KPIs and targets.
- Work collaboratively with colleagues and management to resolve challenges and continually improve the customer experience.
- Travel to Andorra when required and undertake additional in-resort responsibilities.
Experience & Skills
- Previous customer service and/or sales experience is preferred, although not essential.
- Excellent written and verbal communication skills.
- Friendly, confident and solutions-focused approach to customers.
- Able to multitask and remain calm during busy periods.
- Comfortable working independently while also being a strong team player.
- Confident using technology and switching between multiple systems and communication platforms.
- Good computer literacy is essential; experience with booking systems would be advantageous.
- Spanish and/or French language skills would be advantageous when liaising with our suppliers in Andorra, although they are not essential.
- A passion for skiing and the ability to ski confidently.
- Willingness to work a flexible rota, including weekends, evenings and peak holiday periods.
Why Join Us?
This is much more than a traditional sales or administration role. You’ll play a direct part in creating memorable ski holidays and helping customers make the most of their time in Andorra.
This is primarily a computer-based role, with much of the day spent managing emails, bookings and administration, so there is naturally some repetition. At the same time, particularly during the winter season, changing guest needs and day-to-day challenges bring plenty of variety and opportunities to problem-solve. It’s a rewarding role for someone who is organised, comfortable with a busy inbox, and enjoys taking responsibility and finding solutions.
Pay: From £12.71 per hour
Work Location: Remote
