On Holiday Support Agent

About This Opportunity

We are representing a confidential online travel client in their search for an On Holiday Support Agent to join their customer experience team. This is a remote role based in the UK, requiring occasional attendance at a London office (candidates with commutes exceeding 2 hours each way cannot be considered).

Our client helps travelers resolve urgent issues that arise during their holidays—transfer problems, accommodation concerns, flight disruptions, and unexpected situations. You'll be the voice of reassurance when customers contact the team feeling tired, worried, or frustrated, providing ownership and practical solutions when they need support most.

Responsibilities

• Support customers through telephone, chat, and case-based contact while they are on holiday
• Listen carefully, understand customer circumstances, and identify appropriate next steps
• Take ownership of customer issues and work toward resolution wherever possible
• Contact hotels, transfer providers, airlines, and other suppliers to investigate issues and agree solutions
• Make outbound calls when direct communication is the quickest and most effective resolution path
• Keep customers updated and set clear expectations throughout their case
• Recognise risk and escalate safeguarding, wellbeing, or major incident concerns through correct processes
• Maintain clear, accurate, and complete case notes
• Work collaboratively with UK colleagues, offshore partner teams, and other internal departments
• Identify recurring customer or supplier issues and provide feedback for root-cause resolution
• Maintain current understanding of relevant processes, policies, systems, and travel-industry developments

What We're Looking For

• Strong and demonstrable customer-service skills
• Calm, empathetic, and professional communication style
• Confidence speaking with customers who may be upset, frustrated, or under pressure
• Strong ownership mentality and willingness to see issues through to resolution
• Sound judgement and confidence to make decisions within agreed guidelines
• Excellent written and verbal communication skills
• Strong problem-solving and investigative skills
• Excellent organisation and attention to detail
• Emotional resilience and ability to work effectively with sensitive or challenging customer situations
• Collaborative approach and comfort working with colleagues from different teams and cultures
• Ability to support English-speaking customers across international markets

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your application and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the employer directly—all communication should flow through our talent team to ensure a smooth process.

The interview process includes an introduction with a member of the client's talent acquisition team (20 minutes), followed by an interview and assessment with the hiring manager and team leader (60 minutes).

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout our recruitment process.