Customer Service Agent - Travel

Luxury Escapes; Greater London; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Breakfast & lunch provided five days a

Staff discount

Employee assistance program

Job summary

Luxury Escapes in London is seeking experienced full-time Customer Service Agents to join our Customer Experience team. You will handle a high volume of emails and phone inquiries, resolve issues, and deliver unforgettable holiday experiences.

The role requires exceptional verbal and written communication, flexibility with shifts from 7am to 10pm seven days a week, and a willingness to learn our products. Previous travel industry experience and Salesforce familiarity are advantageous.

Qualifications

• Experience handling a high volume of calls and emails.
• Flexible shifts available; 7am–10pm, 7 days a week.
• Excellent verbal and written communication; travel enthusiasm.
• Travel industry experience or frontline/front office experience preferred.
• German language skills would be beneficial.

Responsibilities

• Deliver exceptional customer experiences across all contact channels, aiming for first-contact resolution.
• Meet quality, productivity, and QA assessment targets in line with business goals.
• Maintain expert knowledge of Luxury Escapes products, promotions, and services.
• Capture and manage customer interactions accurately and within agreed timeframes.
• Actively promote Luxury Escapes offerings to retain customers and support business growth.
• Seek and act on customer feedback to continually enhance the Luxury Escapes experience.
• Identify and elevate issues appropriately and contribute ideas for improving service, systems, and processes.
• Meet rostering and availability commitments, supporting colleagues and projects as required.
• Commit to ongoing personal and professional development.

Skills

Verbal communication

Written communication

Attention to detail

Customer service mindset

Multitasking

Tools

Salesforce

Job description

Luxury Escapes is one of the world's fastest growing travel businesses, reaching up to 7 million subscribers each month with exclusive limited time offers at 'insider' prices.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded as one of the 'Best Places to Work’ by the Australian Financial Review; employee experience is king here, with lunches provided 5 days a week, the opportunity to experience the travel we offer and significant professional development opportunities - we go above and beyond to make every workday something to look forward to!

We are seeking experienced full time Customer Service Agents to join our exceptionally talented Customer Experience team.

Our Customer Service Agents are responsible for providing superior levels of customer service whilst handling a high volume of emails and phone enquiries resolving customer issues ensuring we deliver an unforgettable holiday experience!

You Will Be Responsible For

• Deliver exceptional customer experiences across all contact channels, aiming for first-contact resolution.
• Meet quality, productivity, and QA assessment targets in line with business goals.
• Maintain expert knowledge of LE products, promotions, and services to provide the best outcomes for customers.
• Capture and manage customer interactions accurately and within agreed timeframes.
• Actively promote LE offerings to retain customers and support business growth.
• Seek and act on customer feedback to continually enhance the LE experience.
• Identify and elevate issues appropriately and contribute ideas for improving service, systems, and processes.
• Meet rostering and availability commitments, supporting colleagues and projects as required.
• Commit to ongoing personal and professional development.

What we are looking for:

• Someone that is used to a high volume of calls!
• Flexibility, this role would suit someone who is very flexible with a variety of shifts available. We are here to service our customers between 7am and 10pm, 7 days a week.
• You will have exceptional verbal and written communication skills, attention to detail and be extremely passionate about customer service and travel!
• Previous experience in the Travel industry - either customer support/bookings or front office is preferred but not required.
• Likewise, if you have previous experience of Salesforce it would be beneficial.
• If you enjoy providing exceptional customer service and striving to meet our goals, then this could be the right opportunity for you!
• German language skills would be beneficial.

What's in it for you?

• Flexible hours from 7am - 10pm, 7 days a week.
• Competitive remuneration package - Base + bonuses/commissions
• First-class health and well-being program, including breakfast and lunch provided five days a week, plus an exceptional Employee Assistance Program.
• Fun and flexible working environment.
• Opportunity to experience the travel we sell through famils.
• A fun, dynamic environment with a collaborative team.
• Generous staff discount and birthday leave!

We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview.

As a 2026 Circle Back Initiative employer, we're committed to responding to every applicant.