Customer Service Advisor

We're looking for a Customer Service Advisor to join our friendly, supportive Customer Service team based in our Keswick office. This role is all about creating brilliant first impressions and supporting our customers throughout their holiday journey., As a Customer Service Advisor, you'll be there for our customers at those key moments - from helping them book their perfect holiday, answering questions before they travel, right through to supporting them while they're away (this is rare, but when it happens, you'll make all the difference). You'll communicate with customers via a range of channels including telephone, email, live chat and social media, and you'll be trained to confidently handle a wide variety of queries. What you'll be doing

• Delivering a fantastic customer experience in line with our customer service principles
• Understanding customer needs and helping match them to the most suitable property and location
• Assisting customers with bookings and enquiries about upcoming holidays
• Guiding customers on accommodation, destinations and local information
• Supporting customers while they are on holiday if they need assistance
• Negotiating holiday prices with customers and owners when required
• Investigating and resolving customer issues in a calm, professional and sensitive way
• Keeping accurate records of customer interactions on our systems
• Identifying and raising opportunities to improve our products or services
• Taking ownership of your learning and ongoing development
• Supporting the wider team and business as needed
  
  Excellent interpersonal and communication skills
• Confidence to handle challenging or sensitive conversations diplomatically
• Strong attention to detail
• The ability to negotiate and influence where appropriate
• A customer-first mindset with a genuine desire to help
• Self-confidence to challenge appropriately when needed
Desirable (but not essential)
• Previous customer service experience, particularly within a contact centre or telephone-based environment
Our customer service principles
• Take ownership and focus on what the customer truly needs
• Resolve queries as quickly and smoothly as possible - nothing is too much trouble
• Use clear, friendly language (no jargon)
• Treat customers how we'd want to be treated ourselves
• Speak up, own it, and help improve things where we can
This is a great opportunity for someone looking for a part-time evening role, who enjoys helping people, solving problems, and being part of a supportive office-based team.