Customer Experience Agent - Remote

Why loveholidays?
At loveholidays – we trail sez 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.

The Impact You\'ll Have
You will be part of our Specialist Resolutions Team and will report into the Specialist Resolutions Team Leader. The team is focussed on handling cases where a high degree of empathy and sensitivity is required. We handle Bereavement and Serious Medical illness cases, Special Assistance requests before travel, post‐holiday complaints, CEO inbox complaints, and privacy requests. The team is split between the UK and South Africa, so a cross‐cultural mindset is essential. We need a customer‐centric approach to restore faith in loveholidays.

Your Day‐to‐day

Working towards SLA targets for all work types Token so customers hear back in a timely manner.

Arranging Special Assistance for customers before they travel.

Dealing with complaints using compensation guidelines, taking into consideration customer resolution and financial impact.

Working with suppliers meilleurs dé not appropriate resolution for our customers.

Providing customer data if requested, handling sensitive information carefully.

Feeding back internal issues so we can fix them and prevent recurrence.

Maintaining an up‐to‐date knowledge of the travel industry.

You will be required to attend the head office in Hammersmith once every two months for team Touchdown days.

Your Skillset

Outstanding and demonstrable customer service skills.

Previous experience in a fast‐paced environment.

Highly organised with great attention to detail.

Proven experience working with complaints.

Highly empathetic, sensitive and focused on delivering high quality customer resolutions.

Excellent communication skills including clear and accurate written skills and a warm, personable telephone manner.

Excellent objection handling skills and outside‐the‐box thinking.

Proactively takes ownership of escalations.

Perks Of Joining Us

Company pension contributions at 5 %.

Individualised training budget to learn on the job.

Discounted holidays for you, your family and friends.

25 days of holidays per annum (plus 8 public holidays), increasing by 1 day every second year up to a maximum of 30 days.

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. We value the insight and potential you could bring to our continued journey.

The Interview Journey

Screening interview with a member of the Talent Acquisition team.

Interview with Hiring Manager + 1 other Manager – 60 min.

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