About Heidi
Heidi was born to make it easy for more and more people to discover the power of the mountains. We burst onto the ski holiday market in 2018 (formally known as Ski Zoom) and have seen exponential growth.
The company came from a desire to fix the lack of flexibility in the winter ski market. We help skiers and mountain lovers discover resorts that are hidden gems alongside the classics, and our clever tech is helping them to do it in a way that suits them best. We’re a youthful, challenger brand, with an awesome culture, and we’re shaking up a very traditional ski/mountain holiday industry.
Looking to the future, we have huge ambitions for growth. In 2024 we grew by 64% and expect to grow even more in 2025. Having come 63rd in the Times top 100 fastest growing UK companies, and shortly after securing £5 million investment, we are in a prime position to achieve our goals. But key to that is also growing the Heidi team with even more brilliant people than we have now. So we are looking for someone who will be fundamental to the success of our vision and is excited to help us drive that forward.
The Role
Working within a friendly team in our lovely office on Queen Square, you'll be responsible for making sure all of our ski trips run smoothly, and that our customers have a brilliant post-booking experience. Expect a steep learning curve in a fast-paced environment.
As a ski tour operator, we are super busy over the winter, with all our customers travelling over the winter season. We are looking for smart, customer-focused professionals to support our full time team over the winter period. This role is a temporary position ideally starting in late-September and finishing in mid-April. Successful applicants will work a 5 day week, with 2 of these days being Saturday and Sunday.
What you’ll be doing
* Handling a wide range of queries and requests from our customers over the phone, email and live chat.
* Liaising with our sales team and suppliers to ensure all bookings, post-booking requests and amendments are correctly fulfilled and run smoothly.
* Managing customer and supplier inboxes to ensure all post-booking queries are dealt with effectively.
* Solving problems and making sure our customers are happy when holidays don't go to plan.
* Deliver world-class customer service along the way.
* Muck in where needed on other tasks. We\'re a small team with big goals and lots to do and there'll be times when there are all hands on deck.
What you’ll bring
* You have a desire to provide excellent customer service.
* Experience in a customer-facing role.
* Great communication skills.
* A positive mindset.
* Strong attention to detail.
* A flexible approach to work, and being OK with the ambiguity that comes with working in a fast-growing company (we’ve doubled in size year after year and plan to do the same this year).
* Availability to work Saturday and Sunday as well as 3 weekdays.
The interview process
1. TA Screen (30 mins) with Luke (our recruiter) or Louise (Head of Customer Support and Operations).
2. Onsite Interview (90 mins) with Victoria (Customer Support Manager) and Smilla (Customer Support Team Leader).
3. Culture interview (30 mins) with Alexander (Co founder).
Why work with us?
* £26,000 salary prorated
* 33 days paid annual leave (including Bank Holidays) + 4 paid “me days.” (prorated)
* A chance to build something great and work with a fantastic bunch of people.
Our Commitment to Inclusive Hiring
We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to age, ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.
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