On Holiday Support Agent

loveholidays; Greater London; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Company pension 5%

Training budget

Discounted holidays

25 days holidays + 8 public holidays

Enhanced maternity/paternity leave

Cycle to work

Eye care vouchers

Job summary

loveholidays is seeking an On Holiday Support specialist to assist customers while they are away, handling issues from hotels to transport providers. You will listen, investigate, and resolve cases with empathy and urgency, keeping customers informed at every step and collaborating with teams across the UK and offshore partners.

You will join a fast-growing customer-experience function, have opportunities to grow in specialist areas, and contribute to the world-class holiday experience

Qualifications

• Strong customer-service skills and experience handling challenging customer interactions.
• Calm, empathetic and professional communication in high-pressure situations.
• Ability to own issues end-to-end and drive resolution within guidelines.
• Sound judgement to balance customer needs with policy and commercial considerations.
• Excellent written and verbal communication skills for clear updates and documentation.
• Proven problem-solving and investigative abilities to resolve complex cases.
• Excellent organization and attention to detail in case notes and workflows.
• Emotional resilience when dealing with sensitive or difficult customer situations.
• Collaborative approach and ability to work with colleagues from different teams and cultures.

Responsibilities

• Support customers via telephone, chat and case-based contact while they are on holiday.
• Listen, understand circumstances and identify the next steps.
• Take ownership and work towards resolution wherever possible.
• Balance customer needs, urgency, safety, policy and commercial considerations.
• Contact hotels, transfer providers, airlines and suppliers to investigate issues and agree solutions.
• Make outbound calls when direct discussion is most effective.
• Keep customers updated and set clear expectations throughout cases.
• Maintain clear, accurate case notes and documentation.
• Work with UK, offshore partner and other loveholidays teams.
• Identify recurring issues and provide feedback for root-cause resolution.
• Stay up-to-date on processes, policies, systems and travel-industry developments.

Skills

Customer service skills

Calm empathetic communication

Confidence with upset customers

Ownership and accountability

Sound judgement

Written and verbal communication

Problem solving

Attention to detail

Emotional resilience

Collaborative cross-team work

Job description

Why loveholidays?

At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

Here, we’re doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.

You’ll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you’ll be part of a fun-loving international community achieving great things together.

About the team:

The On Holiday Support team helps customers resolve issues that arise while they are away. This can include transfer problems, accommodation concerns, supplier issues, flight disruption and other unexpected situations that may affect a customer’s holiday.

Customers may contact us when they are tired, worried, frustrated or unsure what to do next. Our role is to listen, understand what has happened and take ownership of finding the most appropriate resolution.

You will be part of the UK On Holiday Support team and report to an On Holiday Support Team Leader. You will also work closely with colleagues in our offshore partner team and with suppliers and internal departments across loveholidays..

Our teams are split across the UK and our offshore partner, so being comfortable working cross-culturally is important. We welcome applications from candidates based in London and the surrounding areas. As this role requires some attendance at our London office, applications from candidates with a commute of more than 2 hours each way will not be considered.

The impact you’ll have:

You’ll support customers at moments when the service we provide can have a real impact on their holiday, taking ownership and responding with empathy, urgency and sound judgement.

This means investigating what’s happened, communicating clearly and working towards practical resolutions. Some cases will be straightforward, while others may require supplier contact, further investigation or escalation to specialist teams.

Our teams are split across the UK and our offshore partner, so being comfortable working cross-culturally is important. A customer-first mindset and strong problem-solving skills are essential, particularly when handling more challenging cases and helping restore customers’ confidence in loveholidays. You’ll also support English-speaking customers across our international markets.

High performers may have opportunities to develop into specialist areas, including wellbeing and safeguarding.

Your day-to-day:

• Support customers through telephone, chat and case-based contact while they are on holiday

• Listen carefully, understand the customer’s circumstances and identify the most appropriate next steps

• Take ownership of customer issues and work towards a resolution wherever possible

• Use good judgement to balance customer needs, urgency, safety, policy and commercial considerations

• Contact hotels, transfer providers, airlines and other suppliers to investigate issues and agree solutions

• Make outbound calls when speaking directly with a customer or supplier is the quickest and most effective way to resolve an issue

• Keep customers updated and set clear expectations throughout their case

• Recognise risk and ... through the correct process

• Maintain clear, accurate and complete case notes

• Work collaboratively with colleagues in the UK, our offshore partner and other loveholidays teams

• Identify recurring customer or supplier issues and provide feedback so that the underlying cause can be addressed

• Maintain an up-to-date understanding of relevant processes, policies, systems and travel-industry developments

Your skillset:

• Strong and demonstrable customer-service skills

• A calm, empathetic and professional communication style

• Confidence speaking with customers who may be upset, frustrated or under pressure

• Strong ownership and a willingness to see issues through to resolution

• Sound judgement and the confidence to make decisions within agreed guidelines

• Excellent written and verbal communication skills

• Strong problem-solving and investigative skills

• Excellent organisation and attention to detail

• Emotional resilience and the ability to work effectively with sensitive or challenging customer situations

• A collaborative approach and confidence working with colleagues from different teams and cultures

The interview journey:

1. Intro to a member of the Talent Acquisition team - 20 minutes

2. Interview and assessment with the Hiring Manager and Team Leader – 60 minutes

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%

• Individualised training budget for you to learn on the job and level yourself up

• Discounted holidays for you, your family and friends

• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum

• Enhanced maternity/paternity leave

• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.