On Holiday Support Agent

About This Opportunity

We are representing a confidential travel technology company seeking an On Holiday Support Agent to join their customer experience team. This is a remote position requiring occasional office attendance in London, so candidates must be based within a reasonable commute of the city.

In this role, you'll support travelers who encounter challenges during their trips—transfer delays, accommodation issues, flight disruptions, and other unexpected situations. You'll be the calm, solution-focused voice customers turn to when plans change and stress runs high.

Responsibilities

• Provide telephone, chat, and case-based support to customers experiencing issues while traveling
• Listen carefully, assess circumstances, and identify appropriate next steps with empathy and urgency
• Take ownership of customer cases and work toward practical resolutions
• Contact hotels, transfer providers, airlines, and other suppliers to investigate and resolve issues
• Make outbound calls when direct conversation is the most effective resolution path
• Keep customers informed with clear expectations throughout the case lifecycle
• Recognize risk and escalate safeguarding, wellbeing, or major incident concerns appropriately
• Maintain accurate, complete case documentation
• Collaborate with UK-based colleagues and offshore partner teams across cultures
• Identify recurring patterns and provide feedback to address root causes
• Stay current on processes, policies, systems, and travel-industry developments

What We're Looking For

• Demonstrable customer service experience with strong communication skills
• Calm, empathetic, professional demeanor when supporting upset or frustrated customers
• Strong sense of ownership and commitment to seeing issues through to resolution
• Sound judgment and confidence to make decisions within established guidelines
• Excellent written and verbal English communication
• Strong problem-solving and investigative abilities
• Excellent organization and attention to detail
• Emotional resilience when handling sensitive or challenging situations
• Collaborative mindset and comfort working cross-culturally with distributed teams
• Ability to commute to London office when required (commute under 2 hours each way)

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening. Qualified candidates will be submitted to our client for consideration. The interview process includes a 20-minute intro call with talent acquisition, followed by a 60-minute interview and assessment with the hiring manager and team leader.

Important: Please apply only through Get A Job.ai. Do not contact the client directly, as we are managing this search exclusively.

Pay

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

Get A Job.ai is committed to inclusive hiring practices and equal employment opportunity. We welcome applicants from all backgrounds and evaluate candidates based on skills, experience, and potential to succeed in the role.