At a Glance
- Tasks: Optimise our Customer Interactions Platform to enhance customer experience and streamline operations.
- Company: Join a vibrant travel company revolutionising how people book their dream holidays.
- Benefits: Enjoy 25 days holiday, discounts on trips, and flexible working arrangements.
- Other info: Work in a hybrid environment with a focus on collaboration and social engagement.
- Why this job: Be part of a dynamic team shaping the future of travel technology.
- Qualifications: Experience with customer interaction platforms and strong analytical skills required.
The predicted salary is between 49500 - 60500 £ per year.
We’re On the Beach! Since 2003, we've been rewriting the rules of how people discover, book, and experience their perfect getaway. What started as connecting people to short-haul beach holidays has evolved into something much bigger - premium beach destinations, long-haul adventures, and vibrant city breaks. We send around two million holidaymakers on their dream breaks every year. Powered by our deep-rooted entrepreneurial spirit, proprietary tech, curiosity and our incredible people, we’re accelerating - delivering best in class technology, the ultimate holiday app, and experiences that keep our customers coming back for more.
About the Role
As part of the Customer Experience team, the Customer Solutions Advisor will play a pivotal role in optimising our Customer Interactions Platform (Zendesk) to accelerate the digital customer and colleague experience at On the Beach. You will configure, maintain, and continuously improve our platform through automation, chatbot optimisation, and self-service enhancements, working to increase customer confidence and satisfaction whilst reducing unnecessary contact volumes.
What you’ll be doing day to day:
- Configure and maintain the Zendesk platform including triggers, automations, workflows, apps, integrations, and user management.
- Develop and implement new automations in both chat and ticket workflows that reduce manual effort and improve efficiency.
- Manage and maintain chatbot skills, intents, and utterances to continuously optimise performance, collaborating with product stakeholders to design effective interactions aligned with company policies and service standards.
- Analyse chatbot flows and customer communications to identify and implement improvements that reduce contacts and enhance self-service.
- Build out and maintain the customer knowledge base, ensuring content is clear, helpful, and enables effective self-service for basic queries.
- Use data to analyse platform performance and provide data-driven insights on optimisation opportunities.
- Troubleshoot platform issues and provide technical support to end-users as needed.
- Stay current with Zendesk updates and industry trends in customer experience and chatbot technology.
You’ll be a great addition to our team if you have the following skills, knowledge and experience:
- Experience configuring customer interaction platforms (Zendesk, Freshworks, or similar).
- Understanding of automation rules, chatbot technology, and ticket workflows.
- Strong analytical skills with proficiency in Excel (data visualisation dashboards, formulas, pivot tables).
- Excellent communication and collaboration skills, with ability to translate needs into actionable platform solutions.
- A passion for customers and their experience, from booking their holiday to hitting the beach.
- Experience in effectively prioritising, planning, and organising your own workload.
- Ability to work well under pressure and be adaptable to change in a fast-paced environment.
- Quick learner, confident working with new systems and technologies.
- Results-oriented mindset focused on driving measurable improvements.
What to expect from our interview process:
We’ll run a multiple stage interview process, one stage of which will be an in-person interview at our fabulous 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 Talent Acquisition team know and they will be happy to assist.
Ways of working:
Our full time hours are 37.5 per week, but we don't have rigid working hours so you can find the working pattern that's right for you. We have core working hours between 10am - 4pm, so we can collaborate and enjoy the social side of work. We also have hybrid working so we all work from home and from our Aeroworks office in Manchester City Centre. As a team we are in the office 2 days per week (usually Tuesday & Wednesday).
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.
- 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.
- 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.
- Cycle to Work scheme.
Platform Operations Specialist in Manchester employer: On the Beach
On the Beach is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Principal Engineer to thrive. With a hybrid work model based in Manchester, employees benefit from a flexible work environment, ample opportunities for professional growth, and the chance to make a significant impact on the travel industry. The company prioritises mentorship and teamwork, ensuring that every engineer can develop their skills while contributing to transformative projects.
StudySmarter Expert Advice🤫
We think this is how you could land Platform Operations Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at On the Beach. 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 On the Beach 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 Platform Operations Specialist in Manchester
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 On the Beach:Your cover letter is your chance to shine! Tell us why you want to work at On the Beach 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 On the Beach!
How to prepare for a job interview at On the Beach
✨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.
