On Holiday Support Agent

About This Opportunity

We are representing a confidential travel technology client in their search for an On Holiday Support Agent to join their customer experience team. This remote role is based in the UK, with occasional office attendance required in London.

Our client helps travelers resolve urgent issues while they are away from home. You'll be the calm voice on the other end when customers face transfer problems, accommodation concerns, flight disruptions, or other unexpected situations that threaten to disrupt their trip. This role requires empathy, sound judgment, and the ability to take ownership of complex cases under pressure.

Responsibilities

• Support customers through telephone, chat, and case-based contact while they are on holiday
• Listen carefully, understand the customer's circumstances, and identify the most appropriate next steps
• Take ownership of customer issues and work towards 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 method
• Keep customers updated and set clear expectations throughout their case
• Recognize risk and escalate safeguarding, wellbeing, or major incident concerns through correct processes
• Maintain clear, accurate, and complete case notes
• Work collaboratively with colleagues in the UK and offshore partner teams
• Identify recurring customer or supplier issues and provide feedback for root-cause improvement
• Maintain current knowledge of relevant processes, policies, systems, and travel-industry developments

What We're Looking For

• Strong and demonstrable customer-service skills
• A 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 judgment and confidence to make decisions within agreed guidelines
• Excellent written and verbal communication skills
• Strong problem-solving and investigative abilities
• Excellent organization 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
• Based in London or surrounding areas (commutes over 2 hours each way cannot be accommodated)

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening, and qualified candidates will be submitted to our client for consideration. 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).

Please do not contact the client directly. All communication and coordination will be managed through Get A Job.ai to ensure a professional and organized process.

Pay

Compensation details will be discussed during the screening process with Get A Job.ai.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and welcomes applications from candidates of all backgrounds.