On Holiday Support Advisor (24/7)
You will be responsible for delivering excellent customer service to support our customers whilst on holiday, which could range from giving advice about the local area to handling crisis and incidents as part of a wider team. You will also need to troubleshoot and find ways to get our customers’ holidays back on track when they need it the most.
This is a full‑time role working a 4 on, 4 off shift pattern, alternating between two 12‑hour day shifts (7am‑7pm) and two 12‑hour night shifts (7pm‑7am). The rota covers 365 days a year, including weekends, bank holidays, and key dates such as Christmas Day and Boxing Day.
📄 Permanent contract.
📍 Remote from the UK.
Duties
* Handle customer contacts whilst they are on holiday through several different channels, such as voice, WhatsApp, text, live chat etc.
* Offer excellent service to our customers, whilst balancing the needs of the business commercially.
* Think on your feet in order to get the customers holiday back on track.
* Make decisions during your shifts, escalating where required.
* Be the expert on all our processes, terms and conditions, products, systems, and technology to support our team.
* Be resilient to more challenging customer situations, handling these with confidence and empathy.
* Identify opportunities to improve service for all channels, and drive to successful outcomes by collaborating with appropriate teams and challenging our ways of working.
* Build relationships with stakeholders, both internal and external, relationships across the business.
* Stay up to date on all ABTA and ATOL policies and processes.
* Pro‑actively work on other customer operations work when not engaged in on holiday support activities.
* Be proactive in your approach to handling all customer operations work.
What You’ll Need
* Perfect communication skills, with confidence supporting customers across voice, WhatsApp, text, and live chat.
* A genuine passion for delivering excellent customer service while keeping commercial awareness in mind.
* The ability to think on your feet and find solutions quickly to get customers’ holidays back on track.
* Confidence to make decisions independently, knowing when to elevate where needed.
* A calm, resilient approach when handling more challenging situations, with empathy and professionalism.
* A proactive attitude, happy to support across different areas of customer operations when required.
* Strong organisation and attention to detail when working with processes, systems, and policies.
* A mindset focused on continuous improvement, always looking for ways to enhance the customer experience.
* Desirables: previous overseas in‑resort experience, experience working in a fast‑paced or high‑pressure travel industry environment, and familiarity with customer service systems and handling multiple communication channels.
What can we offer if you decide to travel with us?
* AXA medical care partnership.
* Life Insurance.
* Annual leave allowance + 8 days UK bank holidays.
* 2 hours per week for self development.
* Flexible working arrangements.
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