On Holiday Support Agent

About This Opportunity

We are representing a confidential travel technology client seeking an On Holiday Support Agent to join their customer experience team. This is a remote role based in the UK, requiring occasional attendance at their London office. Candidates with a commute exceeding 2 hours each way will not be considered.

In this role, you'll support customers who encounter challenges during their holidays—from accommodation concerns and transfer issues to flight disruptions and other unexpected situations. You'll be the reassuring voice customers need when they're tired, worried, or uncertain about their next steps.

Responsibilities

• Provide support to customers via telephone, chat, and case-based communication while they are traveling
• Listen carefully to understand customer circumstances and identify appropriate solutions
• Take full ownership of customer issues and work toward timely resolutions
• Contact hotels, transfer providers, airlines, and other suppliers to investigate problems and negotiate solutions
• Make outbound calls when direct contact is the most effective resolution method
• Maintain clear communication with customers throughout their cases, setting realistic expectations
• Escalate safeguarding, wellbeing, or major incident concerns through proper channels
• Document cases with accurate, complete notes
• Collaborate with UK-based colleagues, offshore partner teams, and internal departments
• Identify recurring issues and provide feedback to address root causes
• Stay current on relevant processes, policies, systems, and travel industry developments
• Support English-speaking customers across international markets

What We're Looking For

• Demonstrable customer service experience
• Calm, empathetic, and professional communication style
• Confidence managing conversations with upset, frustrated, or pressured customers
• Strong sense of ownership and commitment to seeing issues through to resolution
• Sound judgment and ability to make decisions within established guidelines
• Excellent written and verbal communication skills in English
• Strong problem-solving and investigative abilities
• Excellent organizational skills and attention to detail
• Emotional resilience when handling sensitive or challenging situations
• Collaborative mindset and comfort working across different teams and cultures
• Ability to balance customer needs, urgency, safety, policy, and commercial considerations

How We Work With You

Get A Job.ai is representing this employer exclusively. When you apply through our platform, one of our recruiters will review your qualifications 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 applications must come through Get A Job.ai to be considered.

The client's interview process includes an introductory call with their talent acquisition team (20 minutes) followed by an interview and assessment with the hiring manager and team leader (60 minutes).

Benefits Through Our Client

• Company pension contributions at 5%
• Individual training budget for professional development
• Discounted travel for you, family, and friends
• 25 days holiday plus 8 public holidays (increasing by 1 day every second year of service, up to 30 days maximum)
• Enhanced maternity and paternity leave
• Cycle to work scheme, season ticket loan, and eye care vouchers

Equal Employment Opportunity

Get A Job.ai is committed to creating an inclusive recruitment process. We welcome applications from candidates of all backgrounds and experiences.