Customer Experience Agent, loveholidays
On Holiday Support
Holiday booking service
Posted today
Holiday booking service
201-500 employees
Posted today
201-500 employees
Company mission
Loveholiday's mission is to create the ultimate online travel experience.
Role
Who you are
- You’ll be a motivated customer service champion with a passion for helping and speaking to customers
- Our ideal candidate will strive to deliver the very best possible customer experience when handling all queries or complaints
- Outstanding and demonstrable Customer Service skills
- Previous experience in a fast-paced environment
- Be highly organised with great attention to detail
- You must have experience working with difficult and demanding customers
- Highly empathetic, sensitive and focused on delivering high-quality customer resolutions
- Must have excellent communication, including excellent written and verbal skills
- Must have excellent objection-handling skills and think outside of the box
- Proactively take ownership and initiative of escalations
- Travel experience, knowledge, and understanding of the travel sector would be beneficial
What the job involves
- You will be part of our On Holiday Support Team and report to the On Holiday Support Team Leader
- The On Holiday Support Team is focused on handling cases where a high degree of empathy and sensitivity is required
- The team handles sensitive cases such as Bereavement and Serious Medical illness, including travelling issues, such as waiting for a transfer and not liking their room or hotel
- These contacts are taken via calls, chats and emails
- The teams are split between the UK and our offshore partner, so you need to enjoy, and be comfortable, working cross-culturally with people
- You must enjoy problem-solving and putting yourself in the shoes of the customer
- A very customer-centric approach is needed as you will be helping resolve some of our more difficult customer cases and, in many instances, helping restore the customer's faith in loveholidays
- You will be the frontline support for customers when they are on holiday. A holiday is a time for customers to relax, so we must take ownership and act efficiently to resolve any complaints
- You will put the customer at the heart of everything you do; if it makes sense to call rather than send an email, you can make that happen
- Take ownership of difficult situations and escalate when required to ensure our customers feel supported when on holiday with us
- We are working with our suppliers to achieve quick and suitable customer resolutions
- We are 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
- 1. Screening interview with Talent Acquisition team
- 2. Interview with Hiring Manager + 1 other Manager - 60 mins
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
Few candidates hear
back within 2 weeks
44% female employees
39% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"The company has made a deliberate decision to invest in great engineers and give us the autonomy and accountability to pick the best tool for the..."
Funding (2 rounds)
Oct 2016
$3.8m
EARLY VC
May 2011
$2.5m
EARLY VC
Total funding: $6.3m
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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