On Holiday Support Agent

Role overview

This role sits within a travel company's customer experience organisation and focuses on helping travellers who are already abroad and run into unexpected problems with their trip. Agents handle live enquiries across multiple channels and act as the customer's advocate when issues arise with transfers, accommodation, suppliers or flights. The position blends empathetic customer care with practical problem solving in a fast-paced, internationally distributed team.

Responsibilities

- Support travellers via telephone, chat and case-based contact while they are away, listening carefully to understand what has happened - Take ownership of customer issues, identifying appropriate next steps and seeing cases through to resolution - Contact hotels, transfer providers, airlines and other suppliers to investigate disruptions and agree on practical solutions - Make outbound calls when speaking directly with the customer or a supplier is the quickest path to resolution - Keep customers updated throughout their case, setting clear expectations and managing urgency - Recognise risk and escalate safeguarding, wellbeing or major incident concerns through the correct internal process - Maintain accurate, complete case notes and identify recurring issues so that underlying causes can be addressed - Collaborate with colleagues in the UK, with offshore partner teams and across other internal departments

Requirements

- Demonstrable customer-service skills with a calm, empathetic and professional communication style - Confidence speaking with customers who may be tired, frustrated or under pressure - Strong ownership mindset and willingness to follow issues through to resolution - Sound judgement and the confidence to make decisions within agreed guidelines - Excellent written and verbal communication, plus strong problem-solving and investigative skills - Emotional resilience and the ability to handle sensitive or challenging customer situations - A collaborative approach and comfort working with colleagues from different teams and cultures

Nice to have

- Opportunity for high performers to develop into specialist areas such as wellbeing and safeguarding

Benefits and work setup

- Hybrid working with some attendance required at a London office; candidates with a commute exceeding two hours each way will not be considered - Company pension contributions at 5% - Individualised training budget for on-the-job learning and development - Discounted holidays for the employee, family and friends - 25 days of annual leave plus 8 public holidays, increasing by one day every second year up to 30 days - Enhanced maternity and paternity leave - Cycle to work scheme, season ticket loan and eye care vouchers