At a Glance
- Tasks: Deliver exceptional service to members and partners, managing bookings and resolving queries.
- Company: Join Mr & Mrs Smith, a global travel club for discerning couples and families.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with opportunities for learning and development.
- Why this job: Be a brand ambassador and make a real impact in the luxury travel industry.
- Qualifications: Strong communication skills and a proactive approach; luxury travel experience is a plus.
The predicted salary is between 25000 - 32000 £ per year.
- Job title
- Support Specialist (Hybrid) - Smith24 Connect ( B2B ) & Smith24 Support
- Department
- Smith24 (S24)
- Location
- Remote - UK
- Reporting to
- S24 Team Leader
- About Mr & Mrs Smith
Mr & Mrs Smith has been helping people stay together for over 20 years.
As the original boutique hotel lovers, we are a global travel club for discerning, conscientious couples and families seeking authentic, extraordinary experiences around the world.
If it's the place to be, we're the place to book it.
Our Smith24 team plays a pivotal role in supporting our partners, hoteliers, and members - delivering exceptional service, high quality travel advice, and seamless operational support that strengthens our brand and drives business growth.
Role Overview
The Support Specialist is responsible for delivering outstanding service to members, B2B partners and hoteliers.
This role blends luxury level customer service, strong communication skills, and deep product and systems knowledge with a proactive, solutions focused approach.
You will manage the full sales and service cycle for our B2B partners whilst supporting our direct members in all aspects of their stay post sale to include resolving complex queries, support operational workflows, and act as a brand ambassador for Mr & Mrs Smith.
Key Responsibilities Customer & Partner Support
Deliver exceptional service to members and B2B partners before, during, and after the booking process.
- Respond promptly to enquiries across phone, email, chat and webform using the Smith tone of voice with flair and personality.
- Proactively reach out to members, partners and hoteliers to resolve queries, provide updates, and ensure a seamless experience.
- Build rapport with partners and members to encourage loyalty, repeat bookings, and long term engagement.
- Convert detractors into advocates through empathetic, solution focused communication.
- Maintain service level averages by responding to all interactions in a timely and effective manner.
- Handle sensitive information with discretion and accuracy.
- Serve as a brand ambassador, reinforcing Smith's personality, professionalism, sense of fun, and core values.
- Manage the full sales and service cycle for B2B partners and service cycle for direct members.
- Confidently suggest, recommend, and guide partners when booking Smith hotels.
- Achieve personal and team targets in line with business objectives.
- Minimise cancellations and protect revenue wherever possible.
- Provide high quality travel advice tailored to partner and member needs.
- Operational Excellence & Cross Team Collaboration
- Support non sales operational tasks across Smith24 to ensure smooth daily workflows.
- Work closely with Partnerships, Finance, Marketing, Tech, and Smith24 teams to support the full partner journey.
- Communicate clearly and professionally across all business channels.
- Relay information accurately between hotels, partners, members and internal teams.
- Identify opportunities to streamline workflows and improve efficiency.
- Problem - Solving & Multitasking
- Analyse and resolve difficult situations diplomatically.
- Multitask effectively, handling a variety of inbound and outbound queries simultaneously.
- Remain calm, positive, and professional under pressure.
- Systems & Product Knowledge
- Maintain strong knowledge of Smith products, hotel facilities, locations, and where to find accurate information.
- Demonstrate working knowledge of Salesforce, Tashh, CP, SAMs, Looker, and other internal systems.
- Use internal tools effectively to support accurate bookings, reporting, and customer communication.
- Show curiosity and a self starting approach to learning and development.
Requirements
- Highly organised with an efficient, proactive working style.
- Excellent attention to detail and strong written and spoken communication skills.
- Confidence working in a dynamic, fast paced environment.
- Professional attitude and strong team oriented approach.
- Ability to multitask and manage competing priorities.
- Previous experience in the luxury travel industry is desirable.
- Overseas travel may be required.
- Examples of Daily Tasks
- Respond to partner and member enquiries via phone, chat, and email.
- Manage cancellations, amendments, and booking changes.
- Handle payments, billing queries, and sensitive card details.
- Resolve complaints and support overbooking situations.
- Process feedback and communicate updates between hotels and partners.
- Arrange extras such as transfers, room requests, and special services.
- Provide sales advice and book hotel stays for partners.
- Attend hotel training sessions and company meetings.
Support Specialist (Hybrid) employer: Mr & Mrs Smith
Mr & Mrs Smith is an exceptional employer, offering a dynamic and collaborative work culture that thrives on innovation and continuous learning. As a Backend Developer, you'll be part of a talented team that values knowledge sharing and creative problem-solving, all while enjoying the flexibility of remote work across multiple continents. With a commitment to employee growth and the opportunity to work with cutting-edge technologies, this role promises a rewarding experience in the vibrant travel industry.
