Customer Service Agent - Office Based

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.

The impact you’ll have:

You will be part of our Specialist Resolutions Team and will report into the Specialist Resolutions Team Leader. Your primary role will be assisting any customer who visits us at our head office in Hammersmith.

The Specialist Resolutions team is focussed on handling cases where a high degree of empathy and sensitivity is required. The team handles a mix of the more sensitive cases such as Bereavement and Serious Medical illness as well as cases where our customers require Special Assistance to be arranged before they travel. Alongside this the team deals with complaints that come in after our customers return from their holiday as well as any complaints that come in to the CEO inbox. We also handle Privacy requests where our customers require their data.

The teams are split between the UK, South Africa and India so you need to enjoy and be comfortable working cross-culturally with people. It's important that you enjoy problem solving and putting yourself in the shoes of the customer. You need to have a very customer-centric approach as you will be helping resolve some of our more difficult customer cases and in many cases, helping restore the customer’s faith in loveholidays.

Your day-to-day:

• Assisting our customers who come into the office, helping get a resolution for any queries they may have, ensuring you follow this through until the end to ensure customer satisfaction and to avoid any repeat visits

• Working towards SLAs (Service Level Agreements) on all worktypes so our customers hear back from us in a timely manner.

• Arranging Special Assistance for our customers before they travel so they have all the support they need

• Dealing with complaints using compensation guidelines, taking into consideration customer resolution and financial impact

• Working with our suppliers to achieve suitable resolutions for our customers

• Providing customer’s data should they request it, being careful along the way as this is sensitive information

• 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:

• Outstanding and demonstrable Customer Service skills

• Previous experience in a fast-paced environment

• Highly organised with great attention to detail

• Proven experience working with complaints

• Highly empathetic, sensitive and focused on delivering high quality customer resolutions

• Excellent communication skills including clear and accurate written skills and a warm and personable telephone manner

• Excellent objection handling skills and outside the box thinking

• Proactively takes ownership of escalations

Desirable (optional):

• Knowledge and understanding of the travel sector

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.

The interview journey:

1. Screening interview with Talent Acquisition team - 20 mins

2. Interview with Hiring Manager + Team Member - 60 mins