At a Glance
- Tasks: Manage event bookings and handle complex customer queries with confidence.
- Company: Join a dynamic events agency in Waterloo, specialising in unforgettable experiences.
- Benefits: Competitive salary, hybrid working, generous holiday, and monthly rewards for excellence.
- Other info: Fast-paced environment with opportunities for growth and fun team celebrations.
- Why this job: Make a real impact by ensuring memorable celebrations for customers.
- Qualifications: Three years of customer service experience, ideally in travel or events.
The predicted salary is between 32000 - 32000 £ per year.
Senior Customer Service Executive – Events, Travel & Escalations
Are you an experienced customer service professional looking for your next step in the events and travel industry?
Chillisauce is looking for a Senior Customer Service Executive to join our Customer Service Team, helping to manage event and activity bookings while taking ownership of more complex customer queries and escalated complaints.
This is a full-time, permanent position based in Waterloo, ideal for someone with at least three years’ customer service experience, ideally within the travel, events or hospitality industry, who is confident handling challenging situations and delivering excellent customer outcomes.
Chillisauce is a high-energy, dynamic and fast-growing events agency based in Waterloo.
We specialise in organising package events, primarily for stag and hen weekends, featuring a wide variety of fun and adrenaline-filled activities across the UK and Europe.
From go-karting, quad biking and clay pigeon shooting to cocktail making, pole dancing and relaxing spa days, we offer an extensive range of experiences designed to make every stag or hen celebration truly memorable.
The Role
As a Senior Customer Service Executive, you will be responsible for ensuring that events are booked accurately with our suppliers and that our customers receive a smooth, well-managed experience from booking through to travel and completion of their event.
Alongside managing the administrative aspects of bookings, including confirming hotels, transfers, nightclubs and activities, you will act as a key point of contact for customers and take ownership of more complex queries, escalated complaints and service-recovery situations.
You will be expected to investigate complaints thoroughly, communicate confidently with customers and suppliers, make balanced decisions and work towards fair and practical resolutions.
The role is particularly suited to someone who has experience dealing with customers while they are travelling, including on-call, emergency or in-resort complaint handling.
You will communicate through a variety of channels, including email, telephone, internal messaging platforms and online booking systems.
You will need to remain calm and professional when dealing with time-sensitive issues and customers who may be experiencing problems during their trip.
This is an office-based role in Waterloo, with hybrid working currently available.
The Customer Service Team
Our Customer Service Team currently consists of 8 friendly and dedicated people who are responsible for event delivery and the administrative operations of the business.
It is a busy and fast-paced environment where attention to detail, teamwork, sound judgement and problem-solving are essential.
As a senior member of the team, you will be expected to lead by example, support colleagues with difficult cases and help maintain high customer service standards.
Candidate Requirements
The successful candidate will have
- A minimum of three years’ experience in a customer service role, ideally within the travel, events, tour operator, hospitality or leisure industry.
- Proven experience handling escalated customer complaints from investigation through to resolution.
- Experience dealing with on-call, emergency, overseas or in-resort customer issues is highly desirable.
- Excellent and confident communication skills, including the ability to manage difficult or sensitive conversations professionally.
- A professional and engaging telephone manner, as a significant part of the role involves speaking directly with customers and suppliers.
- A genuine commitment to delivering excellent customer service while making commercially sensible and fair decisions.
- Strong written English skills, with the ability to draft clear and professional complaint responses.
- Good numerical ability, including confidence in calculating booking balances, refunds and other booking-related costs.
- Excellent organisational and multitasking skills, with the ability to prioritise urgent issues in a fast-paced environment.
- Strong problem-solving and decision-making skills, with the confidence to take ownership of issues and see them through to resolution.
- A strong work ethic, excellent time-management skills and the ability to work independently when required.
- A passion for organising events and an understanding of the importance of stag and hen celebrations to our customers.
- Strong administrative experience and excellent attention to detail, which are essential for this role.
Qualifications and Experience
Candidates should be educated to GCSE level or equivalent, with a minimum of Grade C/5 or above in English and Maths.
A minimum of three years’ customer service experience is required.
Previous experience within travel is strongly preferred, particularly where you have supported customers before departure and while overseas or in resort.
You should be able to demonstrate experience of managing escalated complaints, resolving complex service issues and communicating effectively with both customers and suppliers.
Experience participating in an on-call or out-of-hours support rota would be a strong advantage.
- Employee Benefits
- Base salary plus incentives for achieving customer satisfaction targets.
- 20 days' annual holiday, increasing each year, plus bank holidays.
- A lively, open-plan office based in Waterloo.
- Monday to Friday working hours, from 9:00 am to 5:30 pm.
- Currently Hybrid- 3 days a week in the office.
- Relaxed dress code.
- Opportunities to visit some of the destinations we offer.
- Monthly reward celebrations recognising excellent customer service.
- Incentive vouchers for outstanding performance and internal competitions.
- Salary Range
£26-32k per annum, full time, permanent contract.
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Senior Customer Service Executive employer: Chillisauce
Chillisauce is an exceptional employer, offering a vibrant and dynamic work environment in the heart of Waterloo. With a strong focus on employee growth, we provide opportunities for professional development, recognition through monthly reward celebrations, and a supportive team culture that values collaboration and excellence in customer service. Our hybrid working model and relaxed dress code further enhance the work-life balance, making Chillisauce an ideal place for passionate individuals looking to thrive in the events and travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chillisauce. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chillisauce before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chillisauce:Your cover letter is your chance to shine! Tell us why you want to work at Chillisauce specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chillisauce!
How to prepare for a job interview at Chillisauce
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
