Customer Experience Agent - On Holiday Support
Why loveholidays?
At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.
Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.
You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.
About the team:
The On Holiday Support team supports our customers at various stages of the journey when they need us. At loveholidays, we always strive to provide our customers with the best holiday experience possible; however, despite our best efforts, things may go differently than planned.
Taking complete ownership of customer issues, as well as having the ability to handle them with care, is important to both our customers and our company.
We strive to provide our customers with the best holiday possible; sometimes, there may be a little bump on the road that needs to be fixed. The On Holiday Support Team deals with customers' problems during their holiday.
The impact you’ll have:
You will be part of our On Holiday Support Team and report to the On Holiday Support Team Leader.
The On Holiday Support Team is focused on handling cases where a high degree of empathy and sensitivity is required. The team handles sensitive cases such as Bereavement and Serious Medical illness, including travelling issues, such as waiting for a transfer and not liking their room or hotel. These contacts are taken via calls, chats and emails.
The teams are split between the UK and our offshore partner, so you need to enjoy, and be comfortable, working cross-culturally with people. You must enjoy problem-solving and putting yourself in the shoes of the customer. A very customer-centric approach is needed as you will be helping resolve some of our more difficult customer cases and, in many instances, helping restore the customer's faith in loveholidays.
Your day-to-day:
You will be the frontline support for customers when they are on holiday. A holiday is a time for customers to relax, so we must take ownership and act efficiently to resolve any complaints
You will put the customer at the heart of everything you do; if it makes sense to call rather than send an email, you can make that happen
Take ownership of difficult situations and escalate when required to ensure our customers feel supported when on holiday with us
We are working with our suppliers to achieve quick and suitable customer resolutions
We are feeding back issues where the problem is ours so we can fix it and prevent it from happening again
Maintain an up-to-date knowledge of the travel industry
Your skillset:
Must have excellent communication, including excellent written and verbal skills
Be highly organised with great attention to detail
You must have experience working with difficult and demanding customers
Highly empathetic, sensitive and focused on delivering high-quality customer resolutions
Must have excellent objection-handling skills and think outside of the box
Proactively take ownership and initiative of escalations
The interview journey:
Introduction with a member of the Talent Team - 20 mins
Interview with Hiring Manager + 1 other Manager - 60 mins
Perks of joining us:
Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:
Company pension contributions at 5%
Individualised training budget for you to learn on the job and level yourself up
Discounted holidays for you, your family and friends
25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
Enhanced maternity/paternity leave
Cycle to work scheme, season ticket loan and eye care vouchers
At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.