Customer Experience Agent - Remote

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 will be part of our Specialist Resolutions Team and will report into the Specialist Resolutions Team Leader.

The Specialist Resolutions team is focused on handling cases where a high degree of empathy and sensitivity is required. The team handles a mix of the more sensitive cases such as Bereavement and Serious Medical illness as well as cases where our customers require Special Assistance to be arranged before they travel. Alongside this the team deals with complaints that come in after our customers return from their holiday as well as any complaints that come in to the CEO inbox.

We also handle Privacy requests where our customers require their data.

The լավ teams are split between the UK and South Africa so you need to enjoy and be comfortable working cross‑culturally with people. It’s important that you enjoy problem solving and put yourself in the shoes of the customer. You need to have a very customer‑centric approach as you will be helping resolve some of our more difficult customer cases and in many cases, gerekti restore the customer’s faith in loveholidays.

• Working toward SLAs (Service Level Agreements) on all work types so our customers hear back from us in a timely manner.
• Arranging Special Assistance for our customers before they travel so they have all the support they need.
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Dealing with complaints using compensation guidelines, taking into consideration customer resolution and financial impact.
• Working with our suppliers to achieve suitable resolutions for our customers.
• Providing customers’ data if they request it, being careful along the way as this is sensitive information.
• Feeding back issues where the problem is ours so we can fix it and prevent it from happening again.
• Maintain 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 emigrated days.

• 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, sensible and focused on delivering high quality customer resolutions.
• Excellent communication skills including clear and accurate written skills and a warm and personable telephone manner.
• Excellent objection handling skills and outside‑the‑box thinking.
• Proactively takes ownership of escalations.

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 of 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，那 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 to our continued journey.