Customer Service Advisor

The Travel Chapter Ltd; Morpeth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading holiday home company in the UK is looking for a Customer Service Advisor. You will support guests and property owners by answering booking queries and providing information via phone and email. This role requires a friendly communication style and a problem-solving mindset. Experience is helpful but not essential as full training will be provided. The company offers a great culture, 25 paid holidays plus bank holidays, a day off for your birthday, and various employee benefits.

Benefits

Social clubs for various interests

Great social events

25 days’ paid holidays plus bank holidays

A day off for your birthday

£500 towards a holiday

Paid day to volunteer

Friends and family discount scheme

Life assurance

Qualifications

• Experience in customer service is helpful but not essential as full training is provided.
• Ability to work calmly under pressure.

Responsibilities

• Support customers by phone and email.
• Help guests plan and enjoy their stay.
• Provide reassurance, information, and resolutions.
• Share knowledge and guidance in a calm and friendly way.
• Work closely with teams across the business.
• Record information accurately and follow internal processes.

Skills

Warm and friendly communication style

Confidence in speaking and writing clearly

Patience

Resilience

Positive attitude

Problem-solving mindset

Job description

Create memorable holiday experiences, one conversation at a time.

Do you enjoy helping people and get real satisfaction from making someone's day a little brighter?

If you're passionate about delivering great service and enjoy working in a fast-paced, people-focused environment, we'd love to hear from you. As a Customer Service Advisor, you'll be the friendly voice on the phone and the reassuring message in someone's inbox. You will support our guests and property owners across the UK, answering booking queries, sharing stay information, offering guidance and resolving any issues quickly and kindly. Your focus will be to create a smooth and positive experience for every customer.

Who we are

We are Travel Chapter, the holiday home people, and we are on a mission to showcase great places to stay across the UK. From cosy cottages to coastal retreats, we connect guests with memorable stays while supporting property owners and local communities. We have grown from a small South West agency to one of the UK's market leaders, while keeping our family-feel and people-first approach. As a certified B Corp, we are committed to balancing profit with purpose, and doing what is right for our people and places. We value curiosity, care and collaboration. We empower our teams to explore ideas, be themselves and keep learning. Things do not always go perfectly, but we take responsibility, learn from experience and always aim to do the right thing.

What you will be doing

• Supporting customers by phone and email
• Helping guests plan and enjoy their stay
• Providing reassurance, information and resolutions
• Sharing knowledge and guidance in a calm and friendly way
• Working closely with teams across the business
• Recording information accurately and following internal processes

What you will bring

• A warm and friendly communication style
• Confidence in speaking and writing clearly
• Patience, resilience and a positive attitude
• A natural problem-solving mindsetAn ability to work calmly under pressure
• Customer service experience is helpful, but not essential as full training is provided

What's in it for you?

Apart from joining a rapidly growing company with a great culture and a big focus on employee development, we also offer competitive salaries and benefits that we believe keep our team feeling as valued as possible.

• Social clubs – whether you’re into pets, fitness, events, or sustainability, there's something for everyone.
• Great social events – we are well known for our Christmas parties!
• 25 days’ paid holidays plus bank holidays (pro rata)
• A day off for your or a loved one’s birthday
• £500 paid towards a holiday of your choice
• A paid day to volunteer with a charity of your choice
• Friends and family discount scheme
• Life assurance for your peace of mind