Travel Advisor - Customer Service


About the Opportunity

We have a fantastic opportunity for a Travel Advisor to join our Customer Service team at On the Beach! We send over 1.5 million people on their perfect beach holiday every year, and whilst the COVID-19 pandemic has caused disruption to the travel industry, we have not paused our ambition to become Europe’s leading online retailer of beach holidays. We sell holidays, so our central Manchester 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 home/office working, relaxed dress code and discounts on local gym’s and amenities.

To help you find the time to really relax (as well as helping you become a genuine beach expert) all our colleagues have 25 days annual leave (plus bank holidays) and staff discounts for friends and family. On top of this, we offer a workplace pension, wellness sessions, comprehensive healthcare plan, training and development, social events, a free bar on Fridays, your birthday day off, enhanced parental leave pay… the list goes on!

You’ll be the first point of contact for our customers. From making a payment to changing dates of a holiday, we are here to assist customers with their pre and post-holiday queries across our multiple contact channels. If you are as passionate about helping customers as we are, then keep reading and get your CV ready. We are looking to expand our customer service team with candidates who can offer our customers a memorable journey for all the right reasons.

As a Travel Advisor in our Customer Service team, your responsibilities will include:

  • Taking enquires via our multiple contact channels – telephone, messaging platform, email and social media. Taking ownership of effectively dealing with customer queries and trying to resolve any issues in a confident manner.
  • Identifying the customers’ needs through effective questioning and selecting appropriate products to match the customer requirements or resolve their queries. 
  • Processing customer requested amendments to their upcoming holiday.
  • Consistently demonstrating a strong focus and drive to achieve targets within agreed deadlines. 
  • Working as part of a team as well as working independently to handle and manage workloads.
  • Increase customer loyalty, delivering customer satisfaction, delivering consistent and professional communications.
  • Demonstrating up to date product and brand knowledge while having an in depth knowledge relating to our portfolio of destinations and supplier products.

At On the Beach, we are looking for a Travel Advisor who has the following skills and experiences:

  • Experience of working in the travel industry or contact centre in a high activity inbound or outbound customer service role.
  • Experience of achieving KPI’s.
  • Ability to work well under pressure.
  • Ability to effectively prioritise, plan and organise work load.
  • Ability to resolve customer issues in a professional and empathetic manner.
  • Strong attention to detail.
  • Sound interpersonal and rapport building skills.
  • Outstanding communication skills.

Additional Information

Working hours: you will be required to work 37.5 hours on a rotation over 7 days a week. Our opening hours are Monday to Friday 08:00-18:00 and 09.00-17.00 on Saturday and Sunday.

Currently we are all working remotely, however in the near future we will operate a hybrid working model where you may be required to work from your home and our Aeroworks HQ in Manchester city centre, just a 10 minute walk from Piccadilly station.

To apply for this role as Travel Advisor at On the Beach, please click apply online and upload an updated copy of your CV.

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.