Travel Consultants

Holiday Extras; Hythe; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Profit sharing bonus

Private medical insurance (after 4y)

Job summary

Holiday Extras is seeking Customer Consultants to handle inbound calls in a busy contact centre at our Kent campus. You will connect customers with our travel products, building rapport with a focus on delivering a quick, helpful service.

Full training and ongoing coaching are provided, along with tech tools like ChatGPT Enterprise and Google Workspace. The role offers 37.5 hours per week, with flexible full-time or part-time schedules and a competitive benefits package.

Qualifications

• Experience in a customer-facing role is beneficial.
• Ability to thrive in a fast-paced environment.
• Strong attention to detail and commitment to great customer experience.

Responsibilities

• Handle inbound customer calls in a busy contact centre.
• Build rapport and listen to connect customers with products and services.
• Be the voice of Holiday Extras and develop product knowledge to help customers.
• Take ownership of queries and work toward the best outcome for each customer.

Skills

Customer service

Rapport-building

Listening skills

Communication

Attention to detail

Tools

ChatGPT Enterprise

Google Workspace

Apple MacBook

Job description

Travel Consultants

Salary: £26,227 (£13.45 per Hour) + Benefits + Profit Share Bonus Scheme

Full Time and Part-time hours available

Start Date: 23rd November 2026

Closing date: 2nd October 2026

Office-based at the HX Campus in Newingreen, Kent

At Holiday Extras, we sell everything but the holiday. Using innovative technology, we provide great value travel extras and UK Breaks, with an unrivalled experience to over 8 million travellers a year.

With over 40 years' experience, there's nothing our team of travel experts don’t know about taking the hassle out of organising a holiday at home or abroad. Our Contact Centre is key to delivering the fastest, smartest and most personal service in travel.

We’re looking for customer-focused people to join either our Insurance or Airport team and become experts at helping our customers find the best products and services that make travelling easy, simple and fun. We’re searching for diverse perspectives and big ideas from people who are curious and keen to learn!

The Role

What you’ll do:

• Handle inbound customer calls in a busy, voice-based Contact Centre.
• Use your excellent rapport-building and listening skills to quickly connect customers with products and services that enhance their holiday experience.
• Be the voice of Holiday Extras, talking to our customers over the phone. Strong, adaptable and empathetic communication skills therefore are a must.
• Become a product expert and brand ambassador, developing in-depth knowledge of our range of products and services so you can help customers who may have been unable to resolve their query through our website or app.
• Take ownership of queries and work towards the best possible outcome for each customer.

What you’ll get:

• Full training and support from our dedicated Contact Centre Trainers. Starting with a 3-week induction programme, designed to give you the knowledge and confidence you need to be successful in the role.
• Weekly 1-to-1 coaching and mentoring to support your continual development.
• Learn and use cutting-edge tech, including ChatGPT Enterprise and your own Apple MacBook from day 1, as well as access to the Google Workspace suite and other apps. If you’ve never used these before - we’ll show you how.
• Be part of a supportive, thriving, 'be one team' environment where our values are embedded - we celebrate success together with our Group Profit Share Bonus Scheme, as well as enjoying our famous culture with seasonal events such as parties and BBQs. Learn more about our unique culture here.
• Enjoy a world of benefits including 25 days holiday, your birthday off, enhanced parental leave, pension, life assurance, discounts for cinema tickets and high street retailers, cycle to work scheme.
• Access to our wellbeing benefits - we offer a free employee assistance programme - enhanced after 4 years to private medical insurance and health screening, discounted gym membership, holiday buy scheme. And our in-house network of trained mental health first aiders who are on hand should you need support
  

Prior contact centre experience is not necessary although we’re ideally looking for people who:

• Have previously worked in a customer-facing role
• Thrive in a fast-paced environment
• Have great attention to detail
• Care about providing an exceptional experience to our customers
• Want to grow their career or take on a new challenge
• Are passionate about learning, growing and becoming the best version of themselves

FYI: there are service targets associated with the role but you will be given all the training and support you need to help you achieve these.

Success in the role is measured through things such as customer feedback and NPS, call quality and handling calls efficiently while giving customers the time and attention they need. These measures help us maintain excellent service and identify where coaching or additional support may be helpful.

This is the perfect chance to start your career with us, learn new skills and enhance your existing ones. No matter where you are in your career, you’ll be joining an awesome team of experts - all here to support you and help each other deliver a world-class service to our customers.

Hours

Our aim is to be as inclusive as possible, we welcome full-time and part-time candidates who can work shifts to meet the needs of our customers. This will include weekends and evenings.

On a full-time basis, you would work 37.5 hours per week, being scheduled for shifts across our opening hours (Monday - Friday 8am-8pm & Saturday and Sunday 9am-5:00pm)

If you’re looking for part-time hours you’ll need to be available to work your contracted hours across 4 days of the week, specifically 3 weekdays and 1 weekend day.

You will need to be able to attend a 3-week full-time induction regardless of your contracted hours. Don’t worry, you’ll be fully paid for this. It is super important as it has been purpose-built and designed to give you the knowledge and confidence you need to be successful in the role.

Rotas are given out 4 weeks in advance so you have plenty of time to plan ahead and enjoy your free time.

How we hire for this role

If we believe you might be a match for a job you’ve applied for, you’ll enter our hiring process as follows:

• Initial telephone call with a member of our recruitment team so we can get to know you a little better.
• Visit our Kent campus for a few hours to see what the job entails. This will be an amazing opportunity for you to see what the role is like and to make sure Holiday Extras is a good fit for you.
• You will also have an interview during your visit which will be with two of our Contact Centre Team Managers. This normally takes around an hour and will be held in person. It’s a great opportunity to find out even more about the role and for us to learn more about your skills and experience and what you can expect working with us.

Cultivating a diverse and inclusive culture is paramount for us.

As part of this, we have designed our hiring process so you can be comfortable to confidently convey your strengths and who you are.

Recognising we are all different, if for whatever reason you need us to adapt the process, please get in touch via [e-mail].

Please note: this role is not eligible for UK skilled worker visa sponsorship, so we can only consider applicants who already have the right to work in the UK.

Why choose Holiday Extras?

We believe that holidays are the most precious time of all, so we create products, tech and services that make travel and holidays memorable and fun. We’re on a mission to be the only place to go for your holiday extras, offering unparalleled choice, value and service, turning our customers’ ordinary trips into extraordinarily good times.

At Holiday Extras, we’re creating a workplace where everyone can thrive, build their careers and reach their limitless potential. As a Sunday Times Best Place to Work 2025, we’re proud to offer a world of benefits designed to enhance your lifestyle and well-being. By joining our team, you’ll feel supported and rewarded every day. Learn more about our culture and benefits.

• 25 days annual leave (+ Bank Holidays), extra days through Holiday Buy, Birthday Day Off, and Sabbaticals at each 5 year milestone.
• Enhanced parental leave - Up to 1 year off, including 13 weeks at 100% pay, 13 weeks at 50% pay
• Access to Gym Discounts, Private Dental Insurance and Private Medical Insurance (after 4 years)
• Profit Share Bonus and Aviva pension scheme.
• Join our Social Club for 25% off any ticket or event in the UK
• Discounts on the latest tech
• Give back to your community with our Volunteering Scheme.
• Income protection, Critical illness cover and Life assurance