Why loveholidays? 

At loveholidays, 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.

You’ll be a motivated customer service champion with a passion for helping and speaking to customers. Our ideal candidate will strive to deliver the very best possible customer experience when handling all queries or complaints.

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 will 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:

• Outstanding and demonstrable Customer Service skills
  
  
• Previous experience in a fast-paced environment
  
  
• 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 communication, including excellent written and verbal skills
  
  
• Must have excellent objection-handling skills and think outside of the box
  
  
• Proactively take ownership and initiative of escalations
  
  
• Travel experience, knowledge, and understanding of the travel sector would be beneficial
  

The interview journey: 

1. Screening interview with Talent Acquisition team

2. Interview with Hiring Manager + 1 other Manager - 60 mins

Perks of joining us:

Other than a fantastic environment for you to grow, have an 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
  
• 32 days of holidays per annum including public holidays (Christmas day not included given the company is closed that day), this increases by one day for every second year of service, up to a maximum of 37 days per annum
  
• Enhanced maternity/paternity leave
  

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 to our continued journey.