Job Overview
Location
London
Job Type
Full-time
Category
Customer Success
Date Posted
March 21, 2026
Full Job Description
đź“‹ Description
- • As a Customer Experience Agent in the On Holiday Support team at loveholidays.com Ltd, you will serve as the frontline advocate for customers during their holidays, ensuring that even when plans go awry, they feel heard, supported, and valued—directly contributing to the company’s mission of opening the world to everyone through unmatched ease and value.
- • You will handle sensitive and complex customer cases including bereavement, serious medical issues, accommodation dissatisfaction, and transfer delays via phone, chat, and email, requiring high empathy, emotional intelligence, and the ability to de-escalate tense situations while maintaining brand trust.
- • Your day-to-day responsibilities include taking ownership of customer issues from initial contact through resolution, choosing the most effective communication channel (call, chat, or email) based on customer need, and escalating to suppliers or internal teams when necessary to ensure timely and appropriate outcomes.
- • You will collaborate closely with suppliers to secure swift resolutions—such as alternative accommodations, refunds, or compensation—and feed back recurring issues to internal teams to drive product and service improvements, preventing future customer pain points.
- • Maintaining current knowledge of the travel industry, including destination-specific regulations, airline policies, and hotel standards, will be essential to provide accurate, informed support and anticipate customer needs proactively.
- • You will work within a globally distributed team split between the UK and an offshore partner, requiring cultural sensitivity, adaptability, and strong cross-cultural communication skills to ensure consistent service quality across time zones and regions.
- • The On Holiday Support team operates with a deep commitment to customer-centricity, where every interaction is an opportunity to restore faith in loveholidays—turning negative experiences into loyalty-building moments through compassionate, solution-focused service.
- • Reporting to the On Holiday Support Team Leader, you will be empowered to make autonomous decisions within guidelines, take initiative in complex cases, and contribute to team learning through knowledge sharing and feedback loops.
- • This role offers significant personal and professional growth: you will develop advanced conflict resolution, emotional intelligence, and crisis management skills while gaining deep exposure to international travel operations, supplier management, and customer experience strategy in a fast-growing, innovative travel tech company.
- • You will be part of a fun-loving, inclusive international community that values diverse perspectives, encourages personal growth, and celebrates collective success—where your ideas are heard and your impact is visible in the experiences of millions of holidaymakers across Europe and beyond.
🎯 Requirements
- • Excellent written and verbal communication skills, with the ability to adapt tone and style to suit sensitive customer situations and diverse cultural contexts.
- • Proven experience handling difficult, demanding, or emotionally charged customer interactions, demonstrating empathy, patience, and effective objection-handling techniques.
- • Strong organisational skills and meticulous attention to detail, ensuring accurate case documentation, timely follow-ups, and compliance with internal processes.
- • Ability to think creatively and proactively take ownership of escalations, seeking innovative solutions beyond standard procedures when needed.
- • Comfort working in a cross-cultural, distributed team environment, with sensitivity to cultural nuances and a collaborative mindset.
- • Up-to-date knowledge of the travel industry or a strong willingness to learn quickly about destinations, suppliers, and travel disruptions.
🏖️ Benefits
- • Company pension contributions at 5% to support your long-term financial security.
- • Individualised training budget to pursue relevant upskilling and professional development opportunities on the job.
- • Discounted holidays for you, your family, and friends—enabling you to experience the products you support.
- • 25 days of annual leave plus 8 public holidays, increasing by 1 day every two years of service up to a maximum of 30 days per annum.
- • Enhanced maternity and paternity leave policies to support work-life balance during major life events.
- • Cycle to work scheme, season ticket loan, and eye care vouchers as part of a holistic wellbeing package.
Skills & Technologies
Go
Onsite
About Loveholidays.com Ltd
Loveholidays.com Ltd is a UK-based online travel agency offering package holidays, flights, and accommodation. It operates a digital platform that aggregates and sells travel products from airlines, hotel chains, and tour operators to consumers across Europe. The company focuses on flexible booking options and competitive pricing.
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