Ski Holiday Support Agent

Story Terrace Inc.; West of England; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

£26,500 salary

33 days paid annual leave (including B

4 paid “me days” (prorated)

Job summary

Heidi, a ski holiday challenger brand, is seeking a customer-focused team member to keep winter trips running smoothly. Based in our office, you will support customers by phone, live chat and email, from pre-departure questions to in-resort issues, during a busy winter season.

No ski holiday experience is required; we’ll train you. You’ll need resilience, empathy and fast learning, with weekend availability.

Qualifications

• Customer support experience is preferred but not required.
• Demonstrated resilience and empathy in difficult conversations.
• Genuine care and a proactive, helpful attitude.
• Ability to learn quickly and ask good questions.
• Willingness to pitch in and support the team.
• Availability to work weekends and bank holidays throughout the season.

Responsibilities

• Support customers by phone, live chat and email during the season.
• Assist before, during and after trips, answering predeparture questions and handling in-resort issues.
• Stay calm during live disruptions and own problems until resolved.
• Learn Heidi's products and systems quickly.
• Track and improve your performance metrics like response times, satisfaction and resolution rates.
• Contribute ideas to help improve customer service and processes.

Skills

Customer support

Empathy

Communication

Problem-solving

Time management

Teamwork

Job description

About Heidi

Heidi exists to help more people discover the power of the mountains. We launched in 2018 (formerly Ski Zoom), and we've been shaking up a very traditional ski holiday industry ever since. Our clever tech helps skiers find hidden gems alongside the classics, and book them in a way that actually suits them.

We’re an ambitious challenger brand with a brilliant culture. We ranked 63rd in the Times top 100 fastest-growing UK companies, secured £5.6 million in investment, and just had our most successful season yet. Now we're growing the team, and we want people who are excited to grow with us.

The Role

Working within a friendly team in our lovely office on Queen Square, you'll be responsible for making sure all of our ski trips run smoothly, and that our customers have a brilliant post-booking experience. Expect a steep learning curve in a fast-paced environment.

As a ski tour operator, we are super busy over the winter, with all our customers travelling over the winter season. We are looking for smart, customer-focused professionals to support our full time team over the winter period.

This role is a temporary position, these are the key details:

• starting in mid October 2026 until mid March 2027
• 5 day week, with 2 of these days being Saturday and Sunday
• there will also be options for part time if needed

What winter looks like here

It's busy. Properly busy. Priorities change quickly and no two days are the same. But peak season is also when Heidi is at its best. Teams pull together, everyone backs each other up, and we celebrate the wins with socials, recognition and plenty of laughs.

If you thrive when it's hectic and love helping people, you'll love it here.

What you'll be doing

• Supporting customers by phone, live chat and email throughout the season
• Helping before, during and after trips, from pre-departure questions to in-resort issues
• Staying calm during live disruption and owning problems until they're solved
• Learning our products and systems quickly
• Owning your performance metrics: response times, satisfaction and resolution rates
• Pitching in wherever the team needs you
• Sharing ideas to help us improve. Many of our best fixes come from the people talking to customers every day

What you’ll bring

You don't need ski holiday experience. Genuinely. We'll teach you everything about ski holidays. What we do need:

• Customer support experience. You've solved real problems for real customers, and you care about doing it well
• Resilience. Tough conversations happen. You reset, ask for support when you need it, and keep showing up with empathy
• Genuine care. You actually want to help people. It's just who you are
• Speed. You learn quickly, ask good questions, and pick up the phone on the second ring
• A pitch-in attitude. You spot what needs doing and get it done
• Availability to work weekends and bank holidays throughout the season, including festive periods.

The interview process

1. TA Screen (30 mins) with Luke, our TA Lead
2. Onsite Interview (90 mins) with Victoria (Customer Support Manager) and a Customer Support Team Leader.
3. Culture interview (30 mins) with Alexander (Co founder).
   

Why work with us?

• £26,500 salary
• 33 days paid annual leave (including Bank Holidays) + 4 paid “me days.” (prorated)
• A chance to build something great and work with a fantastic bunch of people.

Our Commitment to Inclusive Hiring

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to age, ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.