Customer Support Executive

Headwater Holidays (part of Travelopia) specialises in self-guided active holidays; we offer travellers the freedom to explore Europe and beyond at their own pace. With over 40 years of experience, we provide exceptional itineraries that immerse our customers in authentic local cultures and landscapes. We are looking to hire a Customer Support Executive to join our team! Reporting to the Customer Team Leader, you will serve as a key point of expertise within the Customer Support team, managing complex and sensitive post-booking enquiries while ensuring a seamless and positive customer experience.

You will deliver high-quality service by resolving detailed operational issues, maintaining strong customer relationships, and consistently meeting service level and quality standards.

What we’ll offer:

• Competitive salary plus performance bonus
• Contributory pension plan and life insurance
• 25 days’ holiday plus bank holidays and your birthday off
• Employee travel benefits and discounts across retail partners
• The opportunity to be part of a certified B Corp, where your work is valued
• Career progression opportunities within a long-established brand with global backing

What you’ll do:

• Handle incoming and outgoing service calls within agreed service levels, consistently delivering exceptional customer service.
• Manage post-booking customer enquiries, including holiday amendments, while maintaining strong and positive customer relationships.
• Respond to customer emails within agreed service level and quality standards.
• Complete administrative tasks including invoicing, accurate record-keeping, and queue management in line with service level agreements.
• Process post-confirmation changes, including accommodation and route amendments.
• Manage aviation ticketing processes, including schedule changes and related customer communication.
• Arrange rail and other transport bookings as part of customer holiday itineraries.
• Liaise with locally appointed agents to resolve on-the-ground customer queries efficiently.
• Ensure all holiday documentation is accurate and issued within agreed timeframes.
• Build and maintain ongoing customer relationships to support retention and overall customer satisfaction.
• Actively participate in company training, development initiatives, and continuous improvement activities.

What you’ll bring:

• Experience working in an “on request” travel sales or customer service environment, with confidence handling both inbound and outbound telephone communication.
• A genuine passion for delivering excellent customer service and resolving travel-related enquiries.
• Knowledge of European travel, including air and rail geography, would be advantageous.
• Strong communication skills with the ability to make efficient, well-judged decisions that support team and departmental objectives.
• A flexible and adaptable approach, with willingness to assist with ad-hoc tasks to support business and customer needs.
• Excellent attention to detail and the ability to multitask effectively in a fast-paced environment.
• Experience using reservation systems and computer platforms, along with strong proficiency in Excel, Outlook, and other Microsoft Office applications.
• Previous experience working with GDS platforms such as Amadeus or Galileo would be a distinct advantage.

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed. Travelopia ensures an inclusive workplace for all.