Customer Service Agent

Cavu; Manchester; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days holiday

Pension 10%

On-site gym

Discounts on CAVU products

Volunteering days

Learning & mentoring programs

Enhanced parental leave

Job summary

CAVU is hiring a Customer Service Agent to join our team at Manchester Airport. You will handle emails, live chat, and phone inquiries, manage reservations, and deliver exceptional service across touchpoints. The role blends problem-solving with a sales-through-service approach to meet customers' needs.

Join a collaborative team and help create seamless travel experiences. We value customer-first mindset, strong communication, and adaptability in a fast-paced environment.

Qualifications

• Previous experience in a customer service environment.
• Experience handling customers across multiple channels (email, live chat and phone).
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Confidence using systems and learning new technology.
• A customer-first mindset with great attention to detail.
• Resilience, adaptability and a positive attitude in a fast-paced setting.
• A collaborative approach, with the ability to work independently when needed.

Responsibilities

• Providing prompt, professional responses to customer queries and complaints across all channels.
• Supporting customers with existing reservations, including amendments, cancellations and related enquiries.
• Identifying and converting sales opportunities through service interactions.
• Accurately managing customer details and bookings across multiple systems.
• Building strong product knowledge to resolve queries efficiently and confidently.
• Sharing customer insights, trends and feedback to help improve services.
• Working collaboratively with internal teams to deliver a joined-up experience.
• Managing your time effectively and prioritising tasks in a busy environment.

Skills

Customer service

Multichannel support

Communication

Problem solving

Attention to detail

Team player

Independent worker

Job description

For airports, for partners, for people. We are CAVU.

At CAVU, our purpose is to find new and better ways to make airport travel seamless and enjoyable for everybody. From the smallest ideas to the biggest changes — every day here is about creating better travel experiences.

From our revenue-accelerating single platform technology, Propel, through to our world‑class hospitality venues including 1903 and Escape Lounges — our solutions make travel more seamless and enjoyable for passengers, and more profitable for our clients and partners.

We know that to bring your best ideas, you need the space to think, the right support, and the freedom to be your true, authentic self.

Whether you’re working from our offices, from home, in a lounge, or out on the road, we provide the environment to create, innovate, and transform airport travel.

If you’re looking for a career where you can make a real impact, bring new ideas to life, and push boundaries, then CAVU is the place for you.

Together, we can reach new heights. Together, we are CAVU.

The role

As a Customer Service Agent at CAVU, you’ll play a vital role in delivering exceptional service across multiple channels including email, live chat and phone. You’ll support customers with enquiries, manage existing reservations, and create positive experiences at every touchpoint.

This is a fast‑paced, customer‑focused role where you’ll combine problem‑solving with a sales‑through‑service mindset, identifying opportunities to offer tailored solutions that meet each customer’s needs.

You’ll be part of a collaborative team based at Manchester Airport, working closely with colleagues across the business to ensure a seamless end‑to‑end customer journey.

Key responsibilities include:

• Providing prompt, professional responses to customer queries and complaints across all channels
• Supporting customers with existing reservations, including amendments, cancellations and related enquiries
• Identifying and converting sales opportunities through service interactions
• Accurately managing customer details and bookings across multiple systems
• Building strong product knowledge to resolve queries efficiently and confidently
• Sharing customer insights, trends and feedback to help improve services
• Working collaboratively with internal teams to deliver a joined‑up experience
• Managing your time effectively and prioritising tasks in a busy environment

About you

We’re looking for someone who is passionate about delivering great service and enjoys helping people.

What will make you successful in the role?

• Previous experience in a customer service environment
• Experience handling customers across multiple channels (email, live chat and phone)
• Excellent verbal and written communication skills
• Strong problem‑solving and decision‑making abilities
• Confidence using systems and learning new technology
• A customer‑first mindset with great attention to detail
• Resilience, adaptability and a positive attitude in a fast‑paced setting
• A collaborative approach, with the ability to work independently when needed

The Perks

• 25 days holiday, increasing by 1 day per year of service (up to 28)
• Option to buy up to 10 additional days’ annual leave, plus 4 flexible bank holidays
• 10% company pension
• On‑site gym
• Flexible benefits & discounts – including up to 50% off CAVU products (Escape Lounges, Airport Parking, etc.)
• Rail and retail discounts
• 2 paid volunteering days per year
• Access to our internal events calendar including regular health, wellbeing and ID&E activities
• Development opportunities including mentoring and learning grants
• Enhanced parental leave (T&Cs apply)

EDI at CAVU

We’re building something brilliant at CAVU: a diverse team of people who reflect the global customer base we serve. We’re proudly part of MAG, and together we’re on a mission to be number one in our industries — and that takes talent in all its forms.

Whether this is your first role or your next big step, we want to hear from you — even if you don’t tick every box. What matters most is what you bring.

We’re proud to be a UK Disability Confident employer. If you need any adjustments to support your application or interview, just let us know.

At MAG and CAVU, every journey matters. Our Colleague Communities play a big part in that: Women’s Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and our CAVU Global ID&E Affinity Groups.