Customer Experience Agent - Remote

📋 Description

• • Be the human face of loveholidays for customers at their most vulnerable moments. You will join our Specialist Resolutions Team, the elite unit that steps in when empathy, discretion and creative problem-solving matter most. Every case you touch has the power to turn a stressful situation into a story our customers will tell for years—about how loveholidays cared when it counted.
• • Own sensitive, high-stakes cases from first contact to final resolution. You will handle bereavement notifications, serious medical emergencies, and requests for special assistance with the tact of a diplomat and the urgency of a first responder. Your written and verbal updates will calm nerves, rebuild trust and protect the loveholidays brand when emotions run high.
• • Master the art of cross-cultural collaboration. Our resolutions team spans the UK and South Africa; you will hand off, escalate and brainstorm with colleagues across time zones, ensuring nothing falls through the cracks. You’ll become fluent in the nuances of different communication styles and turn cultural diversity into a super-power for faster, kinder service.
• • Turn post-holiday complaints into product gold. When a customer writes to the CEO or leaves a scathing review, you will investigate, empathise and negotiate a fair outcome within compensation guidelines. More importantly, you will feed systemic issues back to Product, Operations and Supplier teams so the next traveller never experiences the same pain point.
• • Arrange Special Assistance with military precision. From wheelchair access at Dalaman to dietary requirements on a cruise, you will coordinate with airlines, hotels and ground handlers to guarantee every traveller boards with confidence. Your checklists and follow-ups will become the industry standard for inclusive travel.
• • Safeguard customer data like a vault. Privacy requests—GDPR access, erasure or portability—will land on your desk. You will verify identity, redact third-party information and deliver data packs that are both compliant and crystal-clear, turning legal necessity into another moment of trust.
• • Live and breathe SLAs without breaking a sweat. Whether it’s a 24-hour acknowledgement for a complaint or a 72-hour turnaround for medical clearance, you will juggle multiple queues, prioritise by urgency and keep stakeholders informed. Your dashboard will be a thing of beauty—green lights everywhere.
• • Be the voice of continuous improvement. After each case you will log root causes, tag trends and pitch fixes in our weekly retro. Your insights will shape new supplier clauses, website copy and even app flows, proving that frontline agents can drive product strategy.
• • Travel to Hammersmith once every two months for “Touchdown Days.” These aren’t dull briefings—they’re high-energy workshops, leadership Q&As and cross-team hackathons where you’ll present your biggest wins, swap playbooks and leave with a backpack full of new ideas.
• • Grow at lightning speed in a scale-up that celebrates curiosity. You’ll receive an individual training budget to master crisis communication, accessibility law or advanced Excel—whatever makes you sharper. With Europe expansion on the horizon, high performers can step into Team Lead, Training or Supplier Relations tracks within 18-24 months.