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Quality Assessor

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 Quality Assessor to join our growing Quality team.

As a Quality Assessor, you will be responsible for assessing the quality of calls and messages to our customers. The Quality Assessor will also provide feedback to the relevant Travel Advisor on how they can improve their quality score. They will deal with escalated queries by way of call listening, reviews and feedback and will be responsible for the end-to-end management of dispute resolutions originating from negative Trustpilot reviews.

As a Quality Assessor, your responsibilities will include:

  • Reviewing Travel Advisors" customer calls and messages and completing assessment forms accurately and consistently
  • Planning and conducting feedback sessions with Travel Advisors, providing advice on areas of improvement
  • Raising agent training/coaching requirements with the relevant Team Leader, as well as supporting the Team Leaders with any performance plans
  • Review and feedback departmental errors
  • Investigating escalated queries via a call listening request and deliver outcome to the customer
  • Resolution of negative Trustpilot reviews
  • Supporting the Customer Service team with workload during peak periods

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

  • Previous experience of working in a Quality/Call Assessor role within a Contact Centre
  • Excellent attention to detail
  • Ability to work well under pressure and effectively prioritise, plan and organise workload
  • Excellent verbal and written communication skills
  • Ability to work collaboratively as part of a team in order to meet set targets
  • Passionate about delivering first class customer service
  • Previous experience of working in a target driven environment, results driven and committed to taking ownership of a situation


What to expect from our interview process

We will have a two stage interview process for this position consisting of a telephone interview and 2nd stage face to face interview either on Zoom or at our Aeroworks office in Manchester City Centre.

 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. Further details will be provided during the recruitment process.

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