On Holiday Support Agent

About This Opportunity

We are representing a confidential travel company seeking an On Holiday Support Agent to join their customer experience team. This remote role is critical to helping travelers resolve urgent issues while they're away—from accommodation concerns to flight disruption and supplier coordination.

You'll be the calm, resourceful voice customers turn to when things go wrong on their trip. This position requires excellent judgment, cultural sensitivity, and the ability to balance empathy with practical problem-solving. You'll work across UK-based and offshore teams, so cross-cultural collaboration is essential.

Please note: While this is a remote role, occasional attendance at a London office is required. Candidates with a commute exceeding 2 hours each way cannot be considered.

Responsibilities

• Support customers via telephone, chat, and case management while they are on holiday
• Listen carefully to understand customer circumstances and identify appropriate next steps
• Take full ownership of customer issues and work toward timely resolution
• Contact hotels, transfer providers, airlines, and other suppliers to investigate and agree solutions
• Make outbound calls when direct communication is the fastest path to resolution
• Keep customers informed with clear expectations and regular updates throughout their case
• Recognize risk and escalate safeguarding, wellbeing, or major incident concerns appropriately
• Maintain accurate, complete case documentation
• Collaborate with UK colleagues, offshore partners, and internal departments
• Identify recurring issues and provide feedback to address root causes
• Stay current on processes, policies, systems, and travel industry developments

What We're Looking For

• Strong, demonstrable customer service experience
• Calm, empathetic, and professional communication style
• Confidence speaking with customers who may be upset, frustrated, or under pressure
• Strong ownership mindset and commitment to seeing issues through to resolution
• Sound judgment and ability to make decisions within guidelines
• Excellent written and verbal communication skills in English
• Strong problem-solving and investigative abilities
• Excellent organization and attention to detail
• Emotional resilience when handling sensitive or challenging customer situations
• Collaborative approach and comfort working across different teams and cultures
• Ability to commute to London office when required (under 2 hours each way)

How We Work With You

When you apply through Get A Job.ai, our talent team will review your application and conduct an initial screen. If there's a strong match, we'll submit your profile to our client for consideration. You'll then participate in their interview process, which includes a 20-minute introduction with their talent acquisition team, followed by a 60-minute interview and assessment with the hiring manager and team leader.

Please do not contact the client directly. All applications and communications should go through Get A Job.ai to ensure your candidacy is properly represented.

Pay

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

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