At a Glance
- Tasks: Support guests during their holidays by resolving issues and providing exceptional service.
- Company: Join Solmar Villas, a leading villa holiday specialist with over 30 years of experience.
- Benefits: Enjoy a competitive salary, hybrid working, travel perks, and private healthcare.
- Other info: Flexible working hours with a collaborative culture that values your input.
- Why this job: Make a real impact on guests' holiday experiences in a dynamic and supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 28103 - 34348 £ per year.
At Solmar Villas, we're passionate about creating fantastic villa holidays and delivering exceptional customer experiences from the moment our guests book until they return home. With over 30 years of expertise, 3,000 handpicked villas across more than 30 destinations, and multiple industry awards, we're proud to be one of the UK's leading villa holiday specialists. As we continue to grow, we're looking for a calm, customer-focused and solutions-driven Holiday Helpline Executive to join our Operations team.
About the Role
Holidays don't always go exactly to plan, and that's where you come in. As a Holiday Helpline Executive, you'll be a vital point of contact for guests who need support while they're away. Whether you're helping to resolve an issue at a villa, coordinating with overseas teams and suppliers, or providing reassurance during unexpected situations, you'll play a key role in protecting the guest experience and finding practical solutions. You'll manage guest cases from start to finish, ensuring issues are handled professionally, efficiently and with genuine care. You'll work closely with our overseas teams, villa owners, suppliers and internal colleagues to resolve problems and keep guests informed every step of the way. No two days are the same. One moment you could be helping organise an urgent maintenance response, and the next you could be providing support during a travel disruption or updating important guest information. If you thrive in a fast-paced environment, stay calm under pressure and enjoy helping people, we'd love to hear from you.
To apply, please provide your CV and covering letter. We aim to respond within 7 days. We are dedicated to creating a diverse and inclusive workplace where all candidates feel welcomed and supported. To ensure everyone has an equal opportunity throughout the application process, we welcome you to get in touch. Our team is here to assist you at every step, whether you require additional information, or support to navigate the application process. We believe that promoting diversity and inclusion enriches our organisation, and we are committed to helping all candidates showcase their talents and potential.
What You'll Be Doing
- Managing guest cases and service issues across our overseas destinations
- Taking ownership of issues from initial contact through to resolution
- Handling guest calls and providing clear, professional and empathetic support
- Liaising with overseas teams, suppliers, villa owners and operational partners to resolve problems
- Keeping guests updated and informed throughout their holiday experience
- Supporting the business during urgent incidents, crises or emergency situations
- Maintaining accurate case notes, records and operational trackers
- Reviewing and updating Villa Information Books to ensure guest information remains accurate
- Carrying out operational administration and follow-up activities to support the wider Operations team
What We're Looking For
We're looking for someone who genuinely cares about delivering great service and can remain calm and focused when dealing with challenging situations. You'll ideally have:
- Experience in a customer service, operations, travel or hospitality environment
- Excellent communication skills, both over the phone and in writing
- A confident and professional approach when dealing with guests and suppliers
- Strong organisation skills with the ability to manage multiple priorities
- Excellent attention to detail and administrative accuracy
- The ability to make sensible decisions and find practical solutions
- A resilient and calm approach when working under pressure
- Good commercial awareness and sound judgement when resolving guest concerns
- Strong IT skills and confidence using multiple systems
Working Pattern & Location
This is a hybrid role based in Burton-on-Trent. Monday to Wednesday: Office based at our Head Office. Thursday to Sunday: Home based. The role operates on a rota covering 7 days a week, with shifts scheduled between 8:00am and 8:00pm. Weekend working is required on a rota basis. You'll need a suitable home-working space and reliable internet connection, and we'll provide the equipment you need to do your job effectively.
Why Join Solmar Villas?
At Solmar Villas, you'll be joining a successful and growing travel business where customer experience is at the heart of everything we do. You'll work alongside passionate colleagues, make a real difference to our guests' holidays, and play an important role in supporting our continued success.
What we offer
- Competitive salary
- Hybrid working environment
- Travel perks and industry discounts
- Pension
- Private Health care, including dental & eyecare
- The chance to make a real impact in a growing, customer-driven business
- A collaborative, ambitious culture where your voice and leadership will shape success
Ready to help create memorable holiday experiences? We'd love to hear from you. Apply today and join the Solmar Villas team.
Holiday Helpline Executive - Solmar Villas employer: DERTOUR UK
At DERTOUR UK in Charlton Kings, we pride ourselves on being an exceptional employer that values creativity and personal growth. Our supportive work culture fosters collaboration and innovation, while our commitment to employee development ensures you have the tools and opportunities to excel in your role as a Travel Advisor. With generous benefits like 25 days of annual leave and performance-related pay, we strive to create a rewarding environment where you can turn your passion for travel into a fulfilling career.
StudySmarter Expert Advice🤫
We think this is how you could land Holiday Helpline Executive - Solmar Villas
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DERTOUR UK. 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 DERTOUR UK 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 Holiday Helpline Executive - Solmar Villas
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 DERTOUR UK:Your cover letter is your chance to shine! Tell us why you want to work at DERTOUR UK 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 DERTOUR UK!
How to prepare for a job interview at DERTOUR UK
✨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.
