Travel Support & Crisis Resolution Specialist

British Airways Holidays; Crawley; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading travel company is searching for customer support specialists based in Crawley, UK. In this role, you will provide critical assistance to customers facing challenges during their holidays. You will reassure and support travelers by efficiently managing issues, from rebooking flights to addressing emergencies. The successful candidate will exhibit problem-solving skills, effective multitasking, and a genuine commitment to improving customer experiences. This position requires shift work under a hybrid working model, offering diverse benefits and the opportunity to make a real impact.

Benefits

26 days holiday plus bank holidays

Unlimited standby fares

Flight discounts for friends and family

Flexible working hours

Annual performance bonus

Pension contributions

Private medical and dental cover

Wellbeing programs

Qualifications

• Proven ability to work under pressure and multi-task in demanding situations.
• Proven experience in a customer operational role.
• Ability to own the situation and have confidence in a crisis.
• Authenticity and genuine care for solving customers' problems.
• Ability to work shifts covering earlies, lates, and nights.

Responsibilities

• Reassure customers in difficult moments and support travelers.
• Handle practical details, such as changing flights and amending hotel stays.
• Monitor global events to quickly update customers.
• Balance urgent issues with steady workflow.

Skills

Calm under pressure

Customer service experience

Problem-solving

Multitasking

Confidence in crisis

Job description

A leading travel company is searching for customer support specialists based in Crawley, UK. In this role, you will provide critical assistance to customers facing challenges during their holidays. You will reassure and support travelers by efficiently managing issues, from rebooking flights to addressing emergencies. The successful candidate will exhibit problem-solving skills, effective multitasking, and a genuine commitment to improving customer experiences. This position requires shift work under a hybrid working model, offering diverse benefits and the opportunity to make a real impact.