Starting salary £25,282, rising to £27,160 after a successful completion of probationary period.
Monday to Friday 9-5 in the office whilst training.
3 days a week in the office, 2 days work from home once training complete.
Includes 1 in 3 weekends (Saturday and Sunday).
Role Purpose:
The purpose of this role is to take full ownership of the customer experience from the moment they contact us until their query or issue is fully resolved. This means ensuring customers feel informed, supported, and valued at every step. You will act as the customer’s advocate, collaborating across departments to keep our promises and deliver seamless holiday arrangements. With a customer-first mindset, you will create memorable moments that are simple and stress-free for our guests powered by your proactive approach, curiosity, and willingness to learn and share best practices.
Key Responsibilities
- Own the Customer Journey: Take responsibility for each customer interaction from start to finish, ensuring their needs are met and issues resolved promptly.
- Keep Customers Informed: Provide clear, timely updates so customers always know what’s happening with their holiday arrangements.
- Escalate When Needed: Proactively escalate issues to the right teams to keep our promises and deliver on time.
- Collaborate Across Departments: Work closely with Product, Transport, and other teams to ensure all elements of the holiday come together seamlessly.
- Create Memorable Moments: Go beyond transactional service make interactions positive and stress-free for customers.
- Handle Core Processes:
o Answer incoming calls and manage queries within agreed service levels.
o Coordinate travel documents and ensure accuracy of all holiday details.
o Manage admin tasks such as room and flight requests, cancellations, and concierge services.
o Handle late booking requests and liaise with suppliers to secure arrangements.
o Support Customer Relations with changes and ensure customers receive correct revised information.
- Demonstrate Curiosity & Growth Mindset: Seek opportunities to learn, develop, and share best practices with the team.
- Problem-Solving: Approach challenges with creativity and positivity, ensuring solutions are customer-focused.
- Upskill Opportunities: Develop skills to own other types of guest interactions, including retention activities and outbound support, ensuring guests have everything ready before their holiday.
Skills, Experience & Competencies
- Previous experience in a customer service environment.
- Strong ownership mindset with ability to see tasks through to resolution.
- Excellent communication skills—verbal and written—with attention to detail.
- Ability to work in a fast-paced environment and prioritize effectively.
- Collaborative team player who can also work independently.
- Proactive problem-solving skills and positive attitude.
- Good IT skills and willingness to learn new systems.
Pay: From £25,282.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Work from home
Ability to commute/relocate:
- Burton-On-Trent DE14 1SP: reliably commute or plan to relocate before starting work (required)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Burton-On-Trent DE14 1SP
