Customer Service Representative

Picniq Ltd; Bournemouth; Hybrid; GBP 26,136; Full time

Job summary

A family leisure company based in Bournemouth is looking for a Customer Service Representative to provide excellent support via multiple channels. The ideal candidate will possess strong communication skills and a proactive mindset. The role involves managing customer inquiries and processing bookings efficiently while maintaining a positive and supportive experience. This position offers the flexibility of hybrid working arrangements, requiring occasional in-office attendance for training.

Qualifications

• Excellent written and verbal communication skills in fluent English.
• A passion for delivering exceptional service with empathy, patience, and problem-solving flair.
• Strong attention to detail, especially when handling manual bookings and data entry.

Responsibilities

• Providing outstanding support via WhatsApp, email, and phone.
• Managing and resolving a variety of customer enquiries and cases.
• Processing manual bookings and refunds with accuracy.

Skills

Fluent English

Empathy

Problem-solving

Attention to detail

Ability to handle challenging situations

Team collaboration

Proactive mindset

Tools

Zendesk

Kustomer

Job description

3 days ago Be among the first 25 applicants

• 30–38 hours per week (rota-based, to include 1 weekend a month)
• Hybrid: Up to 25% of time expected in our Bournemouth Office after completing training

Please note: Our busiest periods are the main school holidays (Easter, May half term, Summer holidays), so we’re unable to approve extended leave during these peak times.

At Picniq , we’re on a mission to make family time fun —and we’re growing fast! To help us continue delivering the outstanding support our customers love us for, we’re looking for a friendly, proactive, and highly organised Customer Service Representative to join our team.

About us

We’re proud to be one of the UK’s most loved and trusted family leisure brands. Working with top attractions, tour operators, and travel partners, we help families discover and book amazing days out and holidays across the UK and beyond.

We’re a forward-thinking, supportive team based in Bournemouth, and we’d love for you to be part of our journey. We offer hybrid and remote working options—but you’ll need to be available to attend occasional in-person training and days at our HQ when required.

What you'll get up to

You’ll be the first point of contact for our growing customer base—offering fast, friendly, and knowledgeable support across a variety of channels. From answering questions about attraction tickets to helping resolve booking issues, your goal will be to ensure every customer feels confident, supported, and excited about their experience with Picniq.

Your responsibilities will include:

• Providing outstanding support via WhatsApp, email, and phone —always with a warm, helpful tone.
• Managing and resolving a variety of customer enquiries and cases, ensuring no request is left unresolved.
• Processing manual bookings and refunds with a high degree of accuracy and attention to detail.
• Liaising with our attraction and travel partners to resolve booking issues , request changes, or escalate urgent concerns.
• Becoming a knowledge hub on our products, policies, and destinations to confidently advise and guide customers.
• Identifying opportunities to upsell or recommend alternatives where appropriate.
• Collaborating with your team to improve processes and enhance the overall customer journey.
  

You’re someone who genuinely enjoys helping people, thrives in a fast-paced environment, and understands the importance of creating an outstanding customer experience every time.

The ideal candidate will have:

• Excellent written and verbal communication skills in fluent English .
• A passion for delivering exceptional service with empathy, patience, and problem-solving flair.
• Strong attention to detail, especially when handling manual bookings and data entry.
• Confidence in handling challenging situations and staying calm under pressure.
• A proactive mindset—you take ownership of problems and see them through to resolution.
• A collaborative spirit—you’re happy working in a team but equally capable of working independently.
• Experience using customer service platforms such as Zendesk, Kustomer , or similar (training provided).
• Some flexibility to work on a rota , to include at least one weekend a month

Bonus points if you have:

• Previous experience in the travel or ticketing industry , especially with bespoke bookings or family-focused products.
• Familiarity with family attractions, UK destinations, or leisure brands.

Please send us your CV along with a short paragraph about yourself and why you’d be perfect for this role. We can’t wait to hear from you!

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Travel Arrangements

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