At a Glance
- Tasks: Deliver top-notch customer service to holidaymakers, solving issues and providing local advice.
- Company: Join a dynamic travel company focused on customer satisfaction.
- Benefits: Enjoy flexible working, medical care, life insurance, and generous leave.
- Other info: Work in a fast-paced environment with opportunities for personal development.
- Why this job: Make a real difference in customers' holiday experiences while working remotely.
- Qualifications: Strong communication skills and a passion for excellent customer service.
The predicted salary is between 30000 - 40000 £ per year.
You will be responsible for delivering excellent customer service to support our customers whilst on holiday, which could range from giving advice about the local area to handling crisis and incidents as part of a wider team. You will also need to troubleshoot and find ways to get our customers’ holidays back on track when they need it the most.
This is a full‑time role working a 4 on, 4 off shift pattern, alternating between two 12‑hour day shifts (7am‑7pm) and two 12‑hour night shifts (7pm‑7am). The rota covers 365 days a year, including weekends, bank holidays, and key dates such as Christmas Day and Boxing Day.
Permanent contract.
Remote from the UK.
Duties
- Handle customer contacts whilst they are on holiday through several different channels, such as voice, WhatsApp, text, live chat etc.
- Offer excellent service to our customers, whilst balancing the needs of the business commercially.
- Think on your feet in order to get the customers holiday back on track.
- Make decisions during your shifts, escalating where required.
- Be the expert on all our processes, terms and conditions, products, systems, and technology to support our team.
- Be resilient to more challenging customer situations, handling these with confidence and empathy.
- Identify opportunities to improve service for all channels, and drive to successful outcomes by collaborating with appropriate teams and challenging our ways of working.
- Build relationships with stakeholders, both internal and external, relationships across the business.
- Stay up to date on all ABTA and ATOL policies and processes.
- Pro‑actively work on other customer operations work when not engaged in on holiday support activities.
- Be proactive in your approach to handling all customer operations work.
What You’ll Need
- Perfect communication skills, with confidence supporting customers across voice, WhatsApp, text, and live chat.
- A genuine passion for delivering excellent customer service while keeping commercial awareness in mind.
- The ability to think on your feet and find solutions quickly to get customers’ holidays back on track.
- Confidence to make decisions independently, knowing when to elevate where needed.
- A calm, resilient approach when handling more challenging situations, with empathy and professionalism.
- A proactive attitude, happy to support across different areas of customer operations when required.
- Strong organisation and attention to detail when working with processes, systems, and policies.
- A mindset focused on continuous improvement, always looking for ways to enhance the customer experience.
Desirables: previous overseas in‑resort experience, experience working in a fast‑paced or high‑pressure travel industry environment, and familiarity with customer service systems and handling multiple communication channels.
What can we offer if you decide to travel with us?
- AXA medical care partnership.
- Life Insurance.
- Annual leave allowance + 8 days UK bank holidays.
- 2 hours per week for self development.
- Flexible working arrangements.
On Holiday Support Advisor 24/7 (f/m/x) in Manchester employer: Thomas Cook
As an On Holiday Support Advisor with us, you will join a dynamic team dedicated to delivering exceptional customer service while working remotely from the UK. We pride ourselves on our supportive work culture that encourages employee growth through continuous development opportunities and flexible working arrangements, ensuring a healthy work-life balance. With comprehensive benefits including medical care partnerships and life insurance, we are committed to making your experience both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land On Holiday Support Advisor 24/7 (f/m/x) in Manchester
✨Tip Number 1
Get to know the company inside out! Research our values, mission, and what makes us tick. This way, when you chat with us, you can show off your knowledge and passion for what we do.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries through various channels, try role-playing different scenarios with friends or family. This will help you think on your feet and respond confidently.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you turned a challenging situation around. We love hearing about how you’ve made a difference!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining our team and ready to dive into the adventure with us!
We think you need these skills to ace On Holiday Support Advisor 24/7 (f/m/x) in Manchester
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for delivering top-notch customer service shine through. We want to see how you genuinely care about helping customers, especially when they're on holiday!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your experiences and skills, making it easy for us to see why you're a great fit for the On Holiday Support Advisor role.
Highlight Relevant Experience:If you've got any experience in the travel industry or handling customer queries, make sure to mention it! We love seeing how your background can help us support our customers better while they're away.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with StudySmarter.
How to prepare for a job interview at Thomas Cook
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the On Holiday Support Advisor role. Familiarise yourself with the key responsibilities, such as handling customer contacts through various channels and being proactive in problem-solving. This will help you demonstrate your knowledge and enthusiasm for the position.
✨Showcase Your Communication Skills
Since this role requires perfect communication skills, practice articulating your thoughts clearly and confidently. Prepare examples of how you've successfully communicated with customers in the past, especially in challenging situations. This will highlight your ability to handle diverse communication channels effectively.
✨Demonstrate Resilience and Empathy
Be ready to discuss how you've managed difficult customer interactions before. Share specific examples that showcase your calm and resilient approach, as well as your ability to empathise with customers. This will show that you can handle the pressures of the role while maintaining excellent service.
✨Think on Your Feet
Prepare for situational questions that test your problem-solving skills. Think of scenarios where you had to quickly find solutions to get a customer's holiday back on track. Practising these responses will help you feel more confident during the interview and demonstrate your ability to think critically under pressure.
