Customer Service Advisor

Job Title

Travel Customer Service Advisor

Reports to (Job Title)

Contact Centre Manager


Customer Service Department

The On the Beach Story

We are proud to be one of the UK’s leading online retailers of beach holidays - We send nearly one million happy customers away on their perfect beach holiday each year. With huge opportunities for growth, we’re on a long-term mission to become Europe’s leading online retailer of beach holidays, so our story’s only really just begun…

People are our business

Recruiting, engaging and retaining staff with the right On the Beach DNA is important to us and we have exciting plans to continue this investment and develop our fantastic working environment to further support our values and vision to be Europe’s leading online retailer of beach holidays. But it doesn't stop there. We're proud to have a fantastic team culture too. To encourage this, our teams get state of the art technology to work with, a casual dress code, a chill out area, as well as continuous support and learning. We support and provide an environment in which our employees can flourish. We celebrate when things have gone right and if things don’t go quite to plan we all rally around each other. Above all we work together as a team.

Job Overview

We are looking for enthusiastic people to join our Customer Service Team and help us to deliver the best service to our customers. You will be assisting customers who contact us for assistance with their holidays. This is a varied role where you will also have the opportunity to provide support to other areas of the business. Experience of responding to customer queries would be an asset as would travel experience.

Key roles and responsibilities

  • Respond to customers who contact On the Beach for advice and assistance about their holiday in a knowledgeable and efficient manner
  • Ensuring the back office systems are fully updated with notes about any customer issues
  • Calculate costs where customers wish to make changes to the holiday they have booked
  • Making customer amendments 
  • Ensuring the back office system is fully updated to reflect the new holiday and appropriate documentation is issued to the customer
  • Notice where issues are recurrent and escalate these so that we can look into business and system fixes where possible
  • Targets will be set in both quality and quantity of work carried out
  • Seniors will assist with smooth running of the department and assist in other customer facing areas of the business.
  • Dealing with Social Media enquires and responding to messages  intnernal customer messenger.

Essential Experience & Skills

  • Experience of dealing with customers over the telephone. Travel experience is preferred.
  • Goal orientated with a passion to succeed
  • A passion for beach holidays and travel destination knowledge
  • Friendly, positive outlook with excellent interpersonal skills
  • Hardworking, punctual and adaptable
  • Deliver first time response with excellent service skills
  • A team player with good listening skills
  • Resilient and flexible to changing business needs
  • IT literate
  • Reliable
  • Self-motivated with drive and determination
  • Happy to work collaboratively in a team in crisis situations

To elevate your career come and join a passionate team who strive to provide the best customer experience. We sell holidays, so the office is bright, people smile and we’re always excited! We believe in maintaining a positive work/life balance, so to help out, we offer flexible working, discounts on local amenities. To help you find the time to really relax (as well as helping you become a genuine beach expert) we offer generous staff discounts for your family and friends on our fantastic beach holidays. On top of this we offer, workplace pension, wellness sessions, comprehensive healthcare plan, training and development, social events, enhanced maternity/paternity pay...the list goes on.

As an equal opportunities employer, we value diversity and welcome applicants from all sections of the community regardless of gender, ethnicity, disability, and sexual orientation. 

You will be kindly asked to provide your equality information as part of your application process to On The Beach. Any personal equality information given to On The Beach will be handled with the utmost confidentiality and will only be used for monitoring and identifying improvement areas. All the information disclosed by applicants is stored on our ATS, in line with the General Data Protection Regulation (GDPR) and can only be accessed by selected Human Resources team members.