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Travel Advisor - Customer Service

Who we are

¡Hola!

We’re On the Beach. There’s over 500 of us, mostly at home, and sometimes in our office in Manchester.

We send nearly two million people on holiday every year (not together) and we’re expecting to get to three million pretty sharpish. Why? Because we’re the only holiday company who truly gets why going on your holidays is the best week or two of the year.

With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, we’re challenging existing players and redefining how customers book, manage and experience their holidays.

And it doesn’t stop there. With huge opportunities for growth, we’re on a long-term mission to become Europe’s biggest and most loved online retailer of beach holidays, so our story’s only really just begun…

We"re on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans. 

We"re a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we"ve not lost our entrepreneurial spirit. It"s in our DNA.

You"ll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community. 

What you"ll be doing

We have a fantastic opportunity for a Travel Advisor to join our Customer Service team at On the Beach! The salary for this position is £20,000 FTE. 

As a Travel Advisor, 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

You"ll be a great addition to our team if you have the following skills, knowledge and experience

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


What to expect from our interview process

We will have a two stage interview process for this position. 

We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist.

Ways of working

This role is a full time role working 37.5 hours per week where you will work a flexible rotation over 7 days a week. Our opening hours are 08:00-19:00 Monday to Friday and 09.00-17.00 on Saturday and Sunday.

After your 2-4 week induction at our Aeroworks office in Manchester City Centre, you will move to our hybrid way of working. We all work from home and from our Aeroworks office and your working week could look something like this: 1 or 2 days a week in our Aeroworks office and 3 or 4 days a week working from home.

Our benefits

We might be biased but we think our colleagues are pretty great. They"re the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That"s why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include: 

  • 25 days holiday plus your birthday off
  • Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you"re away on your On the Beach package holiday
  • Flexible working hours and hybrid working
  • Access to Learnerbly learning platform, plus workshops, courses and professional qualifications
  • Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
  • Employee Assistance Programme and free access to counselling
  • Eye care vouchers
  • Simplyhealth Optimise Health Plan
  • Company Sick Pay scheme
  • Regular wellbeing events
  • Gym discount
  • Share Incentive Plan (SIP)
  • Death in Service cover
  • Onsite subsidised coffee shop
  • The Sandbox (our very own bar)
  • Food and drink discounts across a number of venues in Manchester City Centre
  • Regular social events
  • Travel to Work scheme – interest free train and tram loans
  • Cycle to Work scheme