Remote job
On Holiday Support Agent
Job details
About this role
Role overview Support customers who are travelling and need help resolving unexpected issues with their trip. Work as part of a UK-based team that assists travellers in real time, handling enquiries by phone, chat, and case management, with occasional attendance at a London office.
Responsibilities
- Respond to customers who are on holiday through phone, chat, and case-based channels, providing empathetic and timely support. - Investigate issues by gathering information, contacting accommodation providers, transfer operators, airlines, and other suppliers as needed. - Take ownership of cases from first contact through to resolution, keeping customers updated with clear expectations throughout. - Recognise and escalate safeguarding, wellbeing, or major-incident concerns through the appropriate process. - Maintain accurate, complete case notes and contribute feedback on recurring customer or supplier issues to help address root causes. - Collaborate with UK colleagues and offshore partner teams across different cultures and time zones.
Requirements
- Demonstrable customer-service experience with a calm, empathetic, and professional communication style. - Confidence handling customers who may be upset, frustrated, or under pressure, with the emotional resilience to manage sensitive situations. - Strong problem-solving and investigative skills, with sound judgement and the ability to make decisions within agreed guidelines. - Excellent written and verbal communication skills and strong organisational ability with attention to detail. - A collaborative approach with the confidence to work across teams, cultures, and geographies.
Benefits and work setup
- Company pension contributions of 5%. - Individual training budget for on-the-job learning. - Discounted holidays for staff, family, and friends. - 25 days of annual leave plus 8 public holidays, increasing by one day every two years of service up to a maximum of 30 days. - Enhanced maternity and paternity leave. - Cycle-to-work scheme, season ticket loan, and eye-care vouchers. - Hybrid working with attendance required at a London office; candidates whose commute exceeds two hours each way cannot be considered.