Customer Service Agent, loveholidays
3-5 days a week in office
Holiday booking service
Job no longer available
Holiday booking service
201-500 employees
Job no longer available
3-5 days a week in office
201-500 employees
Company mission
Loveholiday's mission is to create the ultimate online travel experience.
Role
Who you are
- 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, sensitive 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
Desirable
- Knowledge and understanding of the travel sector
What the job involves
- You will be part of our Specialist Resolutions Team and will report into the Specialist Resolutions Team Leader
- Your primary role will be assisting any customer who visits us at our head office in Hammersmith
- Assisting our customers who come into the office, helping get a resolution for any queries they may have, ensuring you follow this through until the end to ensure customer satisfaction and to avoid any repeat visits
- Working towards SLAs (Service Level Agreements) on all worktypes 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
- 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 customer’s data should 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
Application process
- Screening interview with Talent Acquisition team - 30 mins
- Interview with Hiring Manager + 1 other Manager - 60 mins
Salary benchmarks
Our take
Travel, both domestic and overseas, has been a huge part of the British economy since the late 20th century. In 2019, UK residents spent £43 billion on foreign holidays - almost double the amount spent a decade before.
Despite travel companies suffering considerable reputation damage back in 2020, as they struggled to refund customers whose booked holidays were suddenly cancelled, the appeal of companies like loveholidays to holidaymakers will undoubtedly endure seeing as they make the process of booking holidays much easier.
In the nearest future, loveholidays will need to focus on maintaining its reputation, especially given the wide array of direct competitors who could steal market share. At present, however, loveholidays is still one of the fastest growing online travel agents. If it can keep up the practices which have brought it success over the past 10 years, loveholidays is still in a good position to keep its growth strong for few years to come.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Oct 2016
$4m
EARLY VC
May 2011
$2.7m
EARLY VC
Total funding: $6.7m
Company benefits
- Discounted holidays for you, your family and friends
- 25 days of annual leave + bank holidays
- Company pension contributions at 5%
- Individual training budget for courses, seminars and memberships to professional bodies
- High degree of autonomy in a strong collaborative environment
- Cycle to work scheme, season ticket loan and eye care vouchers
- Hybrid working with 3 days working in our office (London) and 2 days WFH per week
- Sustainably sourced fruit baskets in the office kitchen
- Increased annual leave for long service
- Ability to buy and sell annual leave
- Enhanced maternity pay = 6 weeks of full pay and 20 weeks at 50% pay
- Enhanced paternity pay = 4 weeks of full pay
Company values
- We are entrepreneurs - We’re proudly commercial, we do more with less, we own the decisions we make and the actions we take
- Everything is written in pencil - As we grow, we think smaller, act quicker and continuously evolve the way we organise our work
- We organise for speed - A flat structure with small teams, allows us to move quickly
- We believe in Team - We’re all in it together
Company HQ
Hammersmith, London, UK
Articles
Leadership
Jonny Marsh
(Non Executive Director)An engineering graduate from the University of Bath, Jonny is also the founder and ex-CEO of nmqa Ltd and co-founder of travelmatch. He served as Loveholiday's COO until 2019.
Alex Francis
(Non Executive Director)Founded travelmatch in 2007 and then loveholidays in 2012, quickly becoming the fastest growing business in the UK by 2019. Now acting as a non-exec for the business since stepping down as CEO in 2020.
People progressing
Joined as UX/Design Manager in 2011, promoted 3 times in 10 years to current position of Lead User Researcher, having previously worked as Senior Product Designer.
Diversity, Equity & Inclusion at loveholidays
Clodagh Beatty (Head of Talent Management, Learning & DE&I)
- We recently hired a Head of L&D, Diversity, Equity & Inclusion to support us in our ongoing commitments to creating an inclusive environment, as well as providing growth opportunities for all our employees
- We want all applicants to feel they can belong at loveholidays
- We have employees from all walks of life and we are only interested in assessing your skills, attitude and talent!
- We support Employee Resource Groups - recently launched our Women's Network at loveholidays
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