Job Description

Why loveholidays?

At loveholidays - we trailblaze 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.

About the team:

The On Holiday Support team helps customers resolve issues that arise while they are away. This can include transfer problems, accommodation concerns, supplier issues, flight disruption and other unexpected situations that may affect a customer’s holiday.

Customers may contact us when they are tired, worried, frustrated or unsure what to do next. Our role is to listen, understand what has happened and take ownership of finding the most appropriate resolution.

You will be part of the UK On Holiday Support team and report to an On Holiday Support Team Leader. You will also work closely with colleagues in our offshore partner team and with suppliers and internal departments across loveholidays..

Our teams are split across the UK and our offshore partner, so being comfortable working cross-culturally is important. We welcome applications from candidates based in London and the surrounding areas. As this role requires some attendance at our London office, applications from candidates with a commute of more than 2 hours each way will not be considered.

The impact you’ll have:

You’ll support customers at moments when the service we provide can have a real impact on their holiday, taking ownership and responding with empathy, urgency and sound judgement.

This means investigating what’s happened, communicating clearly and working towards practical resolutions. Some cases will be straightforward, while others may require supplier contact, further investigation or escalation to specialist teams.

Our teams are split across the UK and our offshore partner, so being comfortable working cross-culturally is important. A customer-first mindset and strong problem-solving skills are essential, particularly when handling more challenging cases and helping restore customers’ confidence in loveholidays. You’ll also support English-speaking customers across our international markets.

High performers may have opportunities to develop into specialist areas, including wellbeing and safeguarding.

Your day-to-day:

• Support customers through telephone, chat and case-based contact while they are on holiday
• Listen carefully, understand the customer’s circumstances and identify the most appropriate next steps
• Take ownership of customer issues and work towards a resolution wherever possible
• Use good judgement to balance customer needs, urgency, safety, policy and commercial considerations
• Contact hotels, transfer providers, airlines and other suppliers to investigate issues and agree solutions
• Make outbound calls when speaking directly with a customer or supplier is the quickest and most effective way to resolve an issue
• Keep customers updated and set clear expectations throughout their case
• Recognise risk and escalate safeguarding, wellbeing or major incident concerns through the correct process
• Maintain clear, accurate and complete case notes
• Work collaboratively with colleagues in the UK, our offshore partner and other loveholidays teams
• Identify recurring customer or supplier issues and provide feedback so that the underlying cause can be addressed
• Maintain an up-to-date understanding of relevant processes, policies, systems and travel-industry developments

Your skillset:

• Strong and demonstrable customer-service skills
• A calm, empathetic and professional communication style
• Confidence speaking with customers who may be upset, frustrated or under pressure
• Strong ownership and a willingness to see issues through to resolution
• Sound judgement and the confidence to make decisions within agreed guidelines
• Excellent written and verbal communication skills
• Strong problem-solving and investigative skills
• Excellent organisation and attention to detail
• Emotional resilience and the ability to work effectively with sensitive or challenging customer situations
• A collaborative approach and confidence working with colleagues from different teams and cultures

The interview journey:

1. Intro to a member of the Talent Acquisition team - 20 minutes
2. Interview and assessment with the Hiring Manager and Team Leader – 60 minutes

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
• 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. And we value the insight and potential you could bring on our continued journey.