Customer Service Coordinator - Seasonal

Team: Customer Service

Reporting to: CS Manager (Laura Bond)

An exciting opportunity to join the Passenger journey for the busiest time of the year! We’re passionate about offering the best possible experience for our fellow roamers, wanderers and escapists, as well as connection and the well‑being of ourselves and our environment. In this position you’ll play a key role in delivering this brand purpose in a direct and rewarding way to our valued customers.

Your Focus

  • Work dynamically as part of our CS team to serve our customers by resolving problems, as well as assisting with resolving these as part of the bigger picture.

  • Delight customers by answering product and service questions via email, live chat, Whatsapp and social contacts in a friendly and professional way.

  • Be an advocate of the brand, communicating our purpose, mission and vision.

  • Edit, update and make changes to customer orders and profiles.

  • Spot problems and get them fixed, before they reach our customers.

  • Process e-commerce transactions like refunds, gift cards and order amendments.

  • Report daily on trends, problems or common queries you’re seeing.

  • Spot patterns and trends, and communicate with the team.

  • Elevate and improve our customer service processes wherever possible.

The Opportunity

We believe there’s no better place to start at Passenger than by understanding, helping and communicating directly with our community. You’ll play a key part in delivering this brand promise by supporting our community in a direct and rewarding way.

The Ideal Candidate

  • A positive people person

  • Thrives in a fast‑paced environment

  • Great communicator

  • Problem‑solver, quick‑thinker and willing to take initiative

  • Compassionate and empathetic

  • Strong attention to detail

  • Methodical and calm under pressure

  • Experience working with CS software

  • Good computer skills

  • Proven ability to work remotely

  • UK resident with right to work, preferably based in the south of the UK within a couple of hours distance to our HQ

Experience

A background in customer service, especially working with CS software, would be a sweet advantage. Extra points if you have a good knowledge of CS processes in e-commerce, and have previous experience in a remote role. Full training will be provided. Excellent written and spoken English essential for the role.

What We Offer

  • A culture of freedom, flexibility, and trust.

  • Escapism is serious business for us, we practice what we preach.

  • Location: Remote within the UK.

  • Hours: 40hrs or 20hrs a week (including one weekend day).

  • Salary: £26,208 (if full time)

  • Very generous staff discount and friends and family discount.

  • This role is offered on a temporary contract with an agreed amount of hours (either 40 or 20 a week), starting ASAP until the end of February.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or any other factors.

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