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For Companies At a Glance
- Tasks: Assist guests with enquiries and complaints, ensuring a warm and caring experience.
- Company: Chilled, a vibrant hospitality brand focused on guest satisfaction.
- Benefits: Flexible hours, supportive team environment, and opportunities for personal growth.
- Why this job: Join a dynamic team and make a real difference in guest experiences.
- Qualifications: No prior helpdesk experience needed; hospitality experience is a plus.
- Other info: Work evenings and weekends in a lively office setting.
The predicted salary is between 24000 - 36000 £ per year.
Our Helpdesk team is the frontline of how guests experience Chilled before they ever walk through the door. Every message, booking, amendment, or complaint is an opportunity to build trust and show genuine care. We’re looking for a Helpdesk Agent who brings warmth, ownership, and calm judgement to guest interactions — especially during evenings, weekends, and busy periods.
How Our Values Show Up in This Role
- Warm - You put the guest first — That means:
- Responding to guest enquiries and complaints with genuine care, patience, and empathy.
- Owning mistakes quickly and focusing on solutions, not blame.
- Treating every guest interaction as important, no matter how small.
- Staying engaged during quieter periods and focused during busy ones.
- Managing multiple conversations across live chat, email, and social channels without letting standards slip.
- Seeing a booking through properly — not just doing the minimum to close a ticket.
- Communicating clearly and professionally in writing and over the phone.
- Reading emotional cues in guest messages and adjusting your approach accordingly.
- Handling complaints calmly and confidently, without becoming defensive or dismissive.
- You know when to reassure, when to apologise, and when to elevate — and you do so with good judgement.
- Accurately booking, amending, and cancelling reservations.
- Taking deposits for large party bookings (including phone-based bookings during peak periods).
- Handling guest data responsibly and following agreed processes.
Practical Expectations (The Non-Negotiables)
- You will respond to guest enquiries via:
- Website live chat
- Email tickets
- Facebook & Instagram Messenger
- Work evenings and weekends, with rotas that may change week to week.
- Be available to provide holiday cover, which may require full-time hours (up to 36 hours) for short periods.
- Work from the office at The Joiners Arms.
No prior Helpdesk experience is required, but hospitality or guest-facing experience is a strong advantage.
Apply now to organise a chat!
Helpdesk Agent employer: Blue Stoops
Contact Detail:
Blue Stoops Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Agent
✨Tip Number 1
Get to know the company! Before your interview, dive into Chilled's values and mission. This will help you connect with the team and show that you're genuinely interested in being part of their culture.
✨Tip Number 2
Practice your communication skills! Since you'll be handling guest enquiries, it’s crucial to demonstrate your ability to communicate clearly and empathetically. Role-play with a friend or family member to get comfortable.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve turned a negative situation into a positive one. This will highlight your ownership and calm judgement during tricky interactions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and ready to take the first step towards joining the Helpdesk team.
We think you need these skills to ace Helpdesk Agent
Some tips for your application 🫡
Show Your Warmth: When you're writing your application, let your personality shine through! We want to see that you genuinely care about guest interactions. Use friendly language and share examples of how you've put guests first in the past.
Be Clear and Professional: Remember, tone matters! Make sure your writing is clear and professional. Avoid jargon and keep it simple. We appreciate good communication skills, so show us you can express yourself well in writing.
Highlight Your Problem-Solving Skills: We love candidates who take ownership! In your application, mention times when you've handled complaints or tricky situations calmly and effectively. This will show us that you can manage guest enquiries with confidence.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and get to know you better. Plus, it shows you're keen on joining our team at The Joiners Arms!
How to prepare for a job interview at Blue Stoops
✨Know the Company
Before your interview, take some time to research the company and its values. Understanding how they prioritise guest experience will help you align your answers with their expectations. Show that you’re genuinely interested in how they operate and what makes them unique.
✨Practice Empathy
Since this role is all about guest interactions, practice responding to common guest scenarios with warmth and empathy. Think about how you would handle complaints or tricky situations, and be ready to share examples from your past experiences that demonstrate your ability to stay calm and solution-focused.
✨Show Your Communication Skills
During the interview, make sure to communicate clearly and professionally. This includes being mindful of your tone and body language. You might even want to prepare a few questions to ask the interviewer that reflect your understanding of the role and the importance of effective communication in a helpdesk environment.
✨Be Ready for Role-Playing
Expect some role-playing scenarios during the interview where you might have to respond to a guest enquiry or complaint. Practising these types of interactions beforehand can help you feel more confident. Remember, it’s all about showing your ability to handle multiple conversations while maintaining high standards.
