On Holiday Support Agent

Role overview Customer support role at a large online package holiday company, helping travelers resolve issues while they are away. Cases range from straightforward disruptions to more complex accommodation, transfer, and supplier problems, handled across phone, chat, and case-based channels. You will support English-speaking customers across the company's international markets and report to an On Holiday Support Team Leader.

Responsibilities - Support customers through telephone, chat, and case-based contact while they are on holiday - Listen carefully, understand the customer's situation, and identify the most appropriate next steps - Take ownership of customer issues and work toward a resolution, contacting hotels, transfer providers, airlines, and other suppliers as needed - Make outbound calls when direct contact is the fastest path to a resolution - Recognise and escalate safeguarding, wellbeing, or major incident concerns through the correct process - Maintain clear, accurate, and complete case notes and feed recurring issues back so the underlying cause can be addressed

Requirements - Strong, demonstrable customer-service skills - A calm, empathetic, and professional communication style, with confidence speaking to customers who may be upset or under pressure - Sound judgement and the confidence to make decisions within agreed guidelines - Excellent problem-solving and investigative skills - Strong organisation and attention to detail - Emotional resilience when handling sensitive or challenging situations, and a collaborative approach across teams and cultures

Nice to have - Cross-cultural working experience and interest in developing toward specialist areas such as wellbeing or safeguarding

Benefits and work setup 5% company pension contributions, an individualised training budget, discounted holidays for you and your family and friends, 25 days of holiday plus 8 public holidays (rising by one day every two years up to a maximum of 30), enhanced maternity and paternity leave, a cycle-to-work scheme, a season ticket loan, and eye care vouchers. Based in the London office with some on-site attendance required; applications from candidates with a commute of more than 2 hours each way will not be considered.