Customer Support Executive – Live Chat, Phone & Ticketing Support

Not Just Travel; Lower Blandford St Mary; Remote; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Fully remote UK

Collaborative team

Job summary

Not Just Travel is seeking a warm, organised Customer Support Executive to support Travel Consultants, customers, suppliers and trade partners across telephone, email, live chat and ticketing systems.

You’ll be a key contact, delivering friendly, accurate and timely assistance, taking ownership of cases, maintaining records and working across teams to resolve queries. The role offers fully remote UK working and opportunities to grow in travel support.

Qualifications

• Two years' experience or more in customer service or support roles.
• Experience handling live chat or chat-based support.
• Proven ability to manage telephone inquiries professionally.
• Familiarity with ticketing systems like Freshdesk or Zendesk.
• Strong written communication and attention to detail.

Responsibilities

• Provide friendly, professional support via telephone, email, live chat and ticketing systems.
• Respond to enquiries from Travel Consultants, customers, suppliers and trade partners.
• Log, manage and resolve support tickets within agreed service levels.
• Investigate queries, coordinate with internal teams and take ownership through to resolution.
• Assist with booking and payment-related enquiries, involving relevant departments when needed.
• Maintain accurate records of customer interactions, case updates and resolutions.
• Manage competing priorities while meeting response times and service standards.
• Identify recurring issues and contribute ideas to improve customer support processes.

Skills

Customer Service

Live Chat

Telephone Support

Ticketing Systems

Case Management

Issue Resolution

Tools

Freshdesk

Zendesk

Job description

Love Helping People? Brilliant at Solving Problems? Let's Talk.

You're the person who stays calm when things get complicated. Whether it's a phone call, live chat or tricky support ticket, you know how to listen, find answers and make people feel genuinely looked after.

At Not Just Travel, we're looking for a warm, organised and proactive Customer Support Executive to support our Travel Consultants, customers, suppliers and trade partners.

If you love solving problems, taking ownership and delivering service that goes beyond expectations, we'd love to hear from you.

The Role at a Glance

Customer Support Executive

UK | Remote or Bournemouth HQ

Full Time | Permanent

Working Hours:

This role will require some flexibility to work occasional evenings and weekends to support customer needs.

Your Background / Skills:

Customer Service | Live Chat | Telephone Support | Ticketing Systems | Case Management | Issue Resolution

Who We Are

Not Just Travel is one of the UK's largest homeworking travel businesses, supporting a nationwide network of independent Personal Travel Consultants.

We believe planning a holiday should feel like a holiday.

Behind the scenes, our support teams help consultants deliver fantastic experiences for their customers, resolving queries, keeping communication flowing and ensuring every interaction reflects our commitment to going beyond exceptional.

The Opportunity

You'll be a key point of contact for Travel Consultants, customers, suppliers and trade partners, providing friendly, accurate and timely assistance across telephone, email, live chat and ticketing systems.

Some enquiries will be straightforward. Others will require investigation, coordination with different teams or a little extra persistence.

You'll take ownership of cases, maintain accurate records and help ensure queries are resolved efficiently and professionally.

What You'll Be Doing

• Provide friendly, professional support via telephone, email, live chat and ticketing systems.
• Respond to enquiries from Travel Consultants, customers, suppliers and trade partners.
• Log, manage and resolve support tickets within agreed service levels.
• Investigate queries, coordinate with internal teams and take ownership of issues through to resolution.
• Assist with booking and payment-related enquiries, involving relevant departments when needed.
• Maintain accurate records of customer interactions, case updates and resolutions.
• Manage competing priorities while meeting response times and service standards.
• Identify recurring issues and contribute ideas to improve customer support processes.

About You

You're a natural communicator who enjoys helping people, stays organised under pressure and takes pride in getting things right.

You’ll likely bring:

• At least two years' experience in customer service or customer support.
• Hands-on experience providing live chat or chat-based customer support.
• Confidence handling telephone enquiries in a professional, personable manner.
• Experience using ticketing systems such as Freshdesk, Zendesk or similar.
• Strong written communication skills and excellent attention to detail.
• Experience managing customer queries and resolving issues within agreed timescales.
• A calm, empathetic and proactive approach to problem-solving.
• The ability to manage multiple enquiries and collaborate with different teams.

Experience within travel, hospitality or another busy service environment would be welcome, but isn't essential.

Why Join Not Just Travel?

You'll join a collaborative business where your customer service skills, initiative and contribution will be valued.

What You Can Look Forward To:

• Fully remote working within the UK.
• A varied role supporting Travel Consultants, customers and business partners.
• Opportunities to develop your knowledge of the travel industry.
• A supportive team that values ownership, empathy and collaboration.
• The opportunity to contribute ideas and improve the customer experience.

Your Experience May Include

Customer Support Executive, Customer Service Executive, Customer Care Advisor, Live Chat Agent, Customer Experience Executive, Customer Resolution Specialist, Helpdesk Advisor, Contact Centre Advisor or Customer Support Specialist.