On Holiday Support Agent

📋 Description

• Support customers through telephone, chat and case-based contact while they are on holiday
• Listen carefully, understand the customer’s circumstances and identify the most appropriate next
• Take ownership of customer issues and work towards a resolution wherever possible
• Use good judgement to balance customer needs, urgency, safety, policy and commercial considerations
• Contact hotels, transfer providers, airlines and other suppliers to investigate issues and agree
• Make outbound calls when speaking directly with a customer or supplier is the quickest and most

🎯 Requirements

• Strong and demonstrable customer-service skills
• A calm, empathetic and professional communication style
• Confidence speaking with customers who may be upset, frustrated or under pressure
• Strong ownership and a willingness to see issues through to resolution
• Sound judgement and the confidence to make decisions within agreed guidelines
• Excellent written and verbal communication skills

🎁 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
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers