At a Glance
- Tasks: Provide top-notch customer support via phone, chat, and email during the busy winter season.
- Company: Join a fast-growing, youthful brand shaking up the ski holiday industry.
- Benefits: Competitive salary, generous leave, hybrid working, and fun team socials.
- Other info: Enjoy a supportive culture with opportunities for growth and collaboration.
- Why this job: Be part of an energetic team helping customers create unforgettable mountain memories.
- Qualifications: Customer support experience, resilience, and a genuine desire to help others.
The predicted salary is between 26500 - 26500 £ per year.
About Heidi
Heidi was born to make it easy for more and more people to discover the power of the mountains.
We burst onto the ski holiday market in 2018 (formally known as Ski Zoom) and have seen exponential growth.
The company came from a desire to fix the lack of flexibility in the winter ski market.
We help skiers and mountain lovers discover resorts that are hidden gems alongside the classics, and our clever tech is helping them to do it in a way that suits them best.
We’re a youthful, challenger brand, with an awesome culture, and we’re shaking up a very traditional ski/mountain holiday industry.
Looking to the future, we have huge ambitions for growth.
We have grown year on year and expect 2026 to be our biggest yet.
In that time we came 63rd in the Times top 100 fastest growing UK companies, securing £5.6 million investment and just had our most successful season ever in which we were able to hit profitability .
Key to that is also growing the Heidi team with even more brilliant people than we have now.
So we are looking for someone who will be fundamental to the success of our vision and is excited to help us drive that forward.
The Role
This is a hands-on, fast-paced customer support role covering our peak winter season, when tens of thousands of Heidi customers are travelling to the mountains.
You'll be the person they reach when they need help — before they go, while they're away, and when things don't go to plan.
We'll be straight with you: this is a demanding role, and we want you to know exactly what you're signing up for.
But you won't be doing it alone.
From day one, you'll receive comprehensive training, have access to clear guides and processes, and be surrounded by an experienced, supportive team that's always ready to help.
We work hard, back each other up, and genuinely enjoy what we do.
This is a temporary opportunity running until the end of our winter season in April.
- Our Winter Season
- It’s busy. Properly busy. During peak periods, you’ll be working in a fast-paced environment where priorities can change quickly and every day is different.
- It’s a team effort.
You’ll have full training, clear guides and resources, and a supportive team around you to help you succeed.
You’ll never be expected to figure things out alone.
- We work incredibly hard during the winter, but we also celebrate our wins together with regular team socials, recognition, and plenty of laughs along the way.
- Peak season brings everyone across Heidi closer — teams collaborate closely, support each other, and work towards the same goal of helping customers have the best possible holiday.
You’ll be part of a wider company culture where people share ideas, celebrate wins, and genuinely enjoy working together.
If you thrive when it's hectic, genuinely love helping people, and enjoy being part of an energetic, collaborative team, you'll love it here.
- What you’ll be doing
- Providing high-volume support across phone, live chat, and email throughout the winter season.
- Helping customers before, during, and after their trips — from pre-departure questions to in-resort issues.
- Managing live disruption calmly and taking ownership of problems until they’re resolved.
- Learning our products, systems, and processes quickly — we'll train you, and you'll have the tools and support you need to succeed.
- Owning your individual performance metrics, including response times, customer satisfaction, and resolution rates.
- Pitching in wherever the team needs you. When it's all hands on deck, that means everyone.
- Sharing ideas and feedback to help us continuously improve. Your voice matters here, and many of our best improvements come from the people supporting our customers every day.
- What you’ll bring
You don't need ski holiday experience. Genuinely. We'll teach you everything you need to know about ski holidays. What we do need:
- Customer support experience — you've supported real customers with real problems and you care deeply about solving them.
- Resilience — you recognise that customer support can be challenging at times, but you don’t let difficult conversations or setbacks define your day.
You’re able to reset, ask for support when needed, and keep showing up with empathy and care.
- Genuine care — you actually want to help people. Not as a line on your CV; it's just who you are.
- Fast learning — you pick things up quickly, ask good questions, and get up to speed quickly.
- A pitch-in attitude — you spot what needs doing and get it done.
- Availability to work weekends and bank holidays throughout the season.
- The interview process
- TA Screen (30 mins) with Luke (our recruiter) or Louise (Commercial Manager).
- Onsite Interview (90 mins) with Victoria (Customer Support Manager) and Charlie (Customer Support Team Leader).
- Culture interview (30 mins) with Alexander (Co-founder).
Why work with us?
- 25 days annual leave + bank holidays + 4 “me/wellbeing” days
- We have a hybrid working policy and are happy for people to balance their working week between the office and home.
- Additional employee perks
- Heidi holiday credit + additional holiday discounts.
- A fun packed company social calendar including our summer party, end of term conference and budget for team celebrations
- Health insurance.
- Enhanced parental leave for primary /secondary carers and adoptive parents.
- Our Commitment to inclusive hiring
We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers.
We are committed to ensuring that all our people processes are equitable.
All applicants will be considered for employment without attention to age, sex, ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
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Temporary Customer Support Agents in Bristol employer: Story Terrace Inc.
At Story Terrace Inc., we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Marketing Director in the UK, you will not only lead a talented team but also enjoy competitive benefits such as a substantial salary, private health insurance, and ample vacation time, all while contributing to meaningful growth and brand development in a forward-thinking environment.
StudySmarter Expert Advice🤫
We think this is how you could land Temporary Customer Support Agents in Bristol
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Story Terrace Inc..
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Story Terrace Inc.. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Temporary Customer Support Agents in Bristol
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Story Terrace Inc..
How to prepare for a job interview at Story Terrace Inc.
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Story Terrace Inc.'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Story Terrace Inc. offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
