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Holiday Helpline Executive - Solmar Villas

DERTOUR UK
Burton-On-Trent

Quick apply

Job details

Full-time
£26,520 a year

Benefits

Company pension
Employee discount

Qualifications

Customer service call handling
Guest relations
Inbound customer enquiry call handling
Stakeholder liaison
Case note recording
Case record updates
Customer support
Customer interaction
Guest services telephone call handling
Communication skills

Full job description

Holiday Helpline Executive

Solmar Villas | Burton-on-Trent (Hybrid) | Full Time

At Solmar Villas, we're passionate about creating fantastic villa holidays and delivering exceptional customer experiences from the moment our guests book until they return home.

With over 30 years of expertise, 3,000 handpicked villas across more than 30 destinations, and multiple industry awards, we're proud to be one of the UK's leading villa holiday specialists. As we continue to grow, we're looking for a calm, customer-focused and solutions-driven Holiday Helpline Executive to join our Operations team.

About the Role

Holidays don't always go exactly to plan, and that's where you come in.

As a Holiday Helpline Executive, you'll be a vital point of contact for guests who need support while they're away. Whether you're helping to resolve an issue at a villa, coordinating with overseas teams and suppliers, or providing reassurance during unexpected situations, you'll play a key role in protecting the guest experience and finding practical solutions.

You'll manage guest cases from start to finish, ensuring issues are handled professionally, efficiently and with genuine care. You'll work closely with our overseas teams, villa owners, suppliers and internal colleagues to resolve problems and keep guests informed every step of the way.

No two days are the same. One moment you could be helping organise an urgent maintenance response, and the next you could be providing support during a travel disruption or updating important guest information.

If you thrive in a fast-paced environment, stay calm under pressure and enjoy helping people, we'd love to hear from you.

To apply, please provide your CV and covering letter. We aim to respond within 7 days.

We are dedicated to creating a diverse and inclusive workplace where all candidates feel welcomed and supported. To ensure everyone has an equal opportunity throughout the application process, we welcome you to get in touch. Our team is here to assist you at every step, whether you require additional information, or support to navigate the application process. We believe that promoting diversity and inclusion enriches our organisation, and we are committed to helping all candidates showcase their talents and potential - [email protected]

What You'll Be Doing

Managing guest cases and service issues across our overseas destinations
Taking ownership of issues from initial contact through to resolution
Handling guest calls and providing clear, professional and empathetic support
Liaising with overseas teams, suppliers, villa owners and operational partners to resolve problems
Keeping guests updated and informed throughout their holiday experience
Supporting the business during urgent incidents, crises or emergency situations
Maintaining accurate case notes, records and operational trackers
Reviewing and updating Villa Information Books to ensure guest information remains accurate
Carrying out operational administration and follow-up activities to support the wider Operations team

What We're Looking For

We're looking for someone who genuinely cares about delivering great service and can remain calm and focused when dealing with challenging situations.

You'll ideally have:

Experience in a customer service, operations, travel or hospitality environment
Excellent communication skills, both over the phone and in writing
A confident and professional approach when dealing with guests and suppliers
Strong organisation skills with the ability to manage multiple priorities
Excellent attention to detail and administrative accuracy
The ability to make sensible decisions and find practical solutions
A resilient and calm approach when working under pressure
Good commercial awareness and sound judgement when resolving guest concerns
Strong IT skills and confidence using multiple systems

Working Pattern & Location

This is a hybrid role based in Burton-on-Trent.

Monday to Wednesday: Office based at our Head Office
Thursday to Sunday: Home based

The role operates on a rota covering 7 days a week, with shifts scheduled between 8:00am and 8:00pm. Weekend working is required on a rota basis.

You'll need a suitable home-working space and reliable internet connection, and we'll provide the equipment you need to do your job effectively.

Why Join Solmar Villas?

At Solmar Villas, you'll be joining a successful and growing travel business where customer experience is at the heart of everything we do. You'll work alongside passionate colleagues, make a real difference to our guests' holidays, and play an important role in supporting our continued success.

What we offer

Competitive salary
Hybrid working environment
Travel perks and industry discounts
Pension
Private Health care, including dental & eyecare
The chance to make a real impact in a growing, customer-driven business
A collaborative, ambitious culture where your voice and leadership will shape success

Ready to help create memorable holiday experiences? We'd love to hear from you.

Apply today and join the Solmar Villas team.

Quick apply

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