Customer Service Advisor

Employment Type: Permanent, Full Time
Hours of Work: Monday to Friday, 09:00–17:00
Location: Rock (office-based)

Our Customer Service team in Rock is the first point of contact for guests and homeowners, helping ensure every stay runs smoothly. As a Customer Service Advisor, you’ll support customers across a range of queries, using our systems and processes to deliver efficient, friendly and solution-focused responses.

This is a computer-based role with a strong emphasis on accuracy, multi-tasking, and navigating multiple systems simultaneously. You’ll be confident handling calls, writing clear and professional emails, and working calmly through each query from start to finish. You’ll be supported by an established and knowledgeable team who value collaboration, learning and great service.

• Answering inbound calls from guests and homeowners
• Managing queries via email and internal systems
• Updating CRM and booking platforms with accurate and timely information
• Following established processes and workflows to resolve issues efficiently
• Navigating multiple systems and tools to gather information and coordinate solutions
• Working with internal teams across Property Management, Managed Services and Customer Experience
• Escalating complex or urgent cases where needed and ensuring they are followed through
• Maintaining a calm, friendly and solution-led approach, even in peak periods

• You are confident on the phone and enjoy speaking to customers
• You’re comfortable working at pace and juggling multiple tasks at once
• You have strong computer skills and enjoy learning new systems
• You follow processes naturally and take pride in doing things accurately
• You’re a clear communicator, both written and verbal
• You’re resilient, calm under pressure and motivated by helping people
• Experience in a phone-based or customer service role is beneficial but not essential

• 25 days’ paid holiday plus bank holidays
• An additional day off for your birthday or a loved one’s birthday
• £500 annual contribution towards a holiday of your choice
• Paid volunteering day for a charity close to your heart
• Friends and family holiday discount scheme
• Life assurance
• Social clubs and communities (pets, fitness, gardening, sustainability and more)
• Great social events including our much-loved Christmas parties

We’re Travel Chapter, the holiday home people, and we’re on a mission to showcase great places to stay across the UK. From cosy cottages to coastal escapes, we connect guests with memorable stays while supporting homeowners and local communities.

We’re proud to be a certified B Corp and to have been named one of the Sunday Times Best Places to Work 2024. Our culture is people-first, collaborative and supportive, and we welcome applicants from all backgrounds. If you need any adjustments to the application or selection process, just let us know.

If you want any adjustments such as salary placement, benefits phrasing tweaks for consistency with your other ads, or a more sales-led or people-first tone, just say.