CCaaS Support Specialist, loveholidays
In office Tue-Thurs
3 days a week in office (Hammersmith, London)
Holiday booking service
Job no longer available
Holiday booking service
201-500 employees
Job no longer available
In office Tue-Thurs
3 days a week in office (Hammersmith, London)
201-500 employees
Company mission
Loveholiday's mission is to create the ultimate online travel experience.
Role
Who you are
- Proven experience as Senior Application Support or Engineer, managing large scale CRM and Telecom systems
- Degree in a technical subject or industry standard certificates
- Strong working knowledge of Kustomer and/or transferable knowledge with an equivalent CRM system (Zendesk, Salesforce, Freshdesk, Zoho etc..)
- Strong working knowledge of UJET and/or transferable knowledge with an equivalent Telecoms or CCaaS system (RingCentral, Twilio, Genesys, 8x8 etc..)
- Possess a strong focus on Customer Service and IT Security
- Ability to work individually and within a team
- Flexibility to work outside of standard work hours to accommodate special projects or emergencies
Desirable
- Kustomer Technical Administration
- UJET Technical Administration
What the job involves
- Reporting to the Director of IT, the CCaaS Support Specialist will provide operational and strategic support to facilitate the day to day running of our contact centre systems, including CRM and Telecom systems
- These are large scale production applications managing thousands of daily omnichannel customer contacts across several different regions
- Experience with being the front-line technical person in the team
- Managing our CRM system Kustomer from a technical perspective and owning the technical and communication links between our suppliers and internal teams
- Experience of creating and making changes to process flows, workflows and business rules while understanding the implications of those changes and what regression testing should be completed
- Deploy monitoring tools to monitor system performance, analyse data, and generate reports for managerial review
- Managing our Telecoms system UJET, creating and managing queues, user roles, permissions and ongoing maintenance and regular monitoring
- Additional responsibilities include managing WFM and external contact centre systems through third party suppliers
- Proactively identify trends and areas for improvement, recommending and implementing enhancements to optimise system efficiency
Application process
- TA Screening - 30 mins
- 1st stage video interview with Hiring Manager - 45 mins
- In-person panel interview with key stakeholders - 1 hour
- Final interview with Director of Business IT
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
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
$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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