At a Glance
- Tasks: Resolve customer queries via phone, chat, and email while delivering top-notch service.
- Company: Join Tripadvisor, a leading travel brand connecting people to unforgettable experiences.
- Benefits: Enjoy competitive pay, flexible schedules, travel perks, and tuition assistance.
- Other info: Hybrid role with opportunities for growth and a supportive team culture.
- Why this job: Make a real difference by helping customers solve problems in a fast-paced environment.
- Qualifications: 6 months of customer service experience and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.
Job Location: Hybrid
This role is a hybrid position that requires 3 times per week in our Oxford office. Attendance for day shifts, late/evening shifts will be home based.
Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. The shift will be from 12:00 AM UK time to 8:30 AM UK time. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays.
Who are we looking for?
As an Escalation Resolution Associate, you will support customers by resolving queries across phone, chat, and email, with a focus on delivering high-quality, consistent service. You’ll handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations, managing each with care and sound judgment. You’ll also support day‑to‑day operations by assisting with booking‑related queries, providing basic technical guidance, and helping both customers and agents find clear, effective solutions. You’ll use a range of tools to review customer accounts, interpret policies, and resolve issues efficiently. You’ll also partner with your Team Manager on projects that improve processes, team performance, and overall service delivery. You will be responsible for highlighting opportunities to mitigate customer experiences to prevent reoccurrence by raising appropriate escalation forms for Supplier, Offline support or online issues. This will be a key part of your role. This is a fast‑paced environment where you’ll take initiative, stay solution‑focused, and step in where support is needed. If you enjoy helping people and solving problems, this role could be a great fit.
Basic Requirements
- Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi‑Fi). Proof required.
- At least 6 months’ experience in customer service (office or call centre).
- Quiet home working environment with direct Ethernet connection.
- Strong written and spoken English.
- Confident typing, phone, and computer navigation skills.
- Ability to work in a high‑pressure environment while maintaining quality.
- Flexibility to work across shifts, including weekends and public holidays.
Additional Skills
- Put customer needs first and show empathy in every interaction.
- Take ownership and follow through on issues.
- Handle conflict and set clear expectations.
- Identify needs and provide the right solutions.
Communication
- Communicate clearly and concisely with customers and colleagues.
- Keep accurate and thorough case notes.
- Understand issues quickly and respond appropriately.
- Write clear, grammatically correct responses.
Problem solving
- Approach problems logically and use sound judgment.
- Make timely, effective decisions for the customer.
- Stay curious and open to learning.
- Work independently and stay solution‑focused.
- Prioritise tasks to manage workload effectively.
Preferred qualifications
- Previous call centre customer service experience.
- Experience supporting customers across multiple channels (phone, chat, email, social).
- At least 6 months’ experience handling escalated contacts with legal, regulatory, governmental, or PR considerations.
What We Offer
- Competitive compensation packages (base salary and annual bonuses).
- Work your way with flexibility to suit your lifestyle.
- Flexible schedule for work‑life balance.
- Donation matching for qualifying charitable donations.
- Tuition assistance for qualified programs.
- Annual lifestyle benefit for personal use.
- Travel perks and discounts.
- Employee assistance program.
- Health benefits with competitive premiums.
- Generous referral scheme.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
Escalation Resolution Associate in Oxford employer: TripAdvisor LLC
Tripadvisor Group is an exceptional employer that prioritises employee well-being and growth, offering competitive compensation packages and a flexible work schedule to support a healthy work-life balance. With a strong focus on inclusivity and accessibility, employees are encouraged to take ownership of their roles while benefiting from opportunities for professional development and travel perks. The hybrid work model allows for collaboration in the vibrant Oxford office while also providing the flexibility to work from home during late shifts, making it an ideal environment for those who thrive in dynamic settings.
StudySmarter Expert Advice🤫
We think this is how you could land Escalation Resolution Associate in Oxford
✨Tip Number 1
Get to know the company inside out! Research Tripadvisor and its brands like Viator and TheFork. Understanding their mission and values will help you connect your skills to what they need, making you a standout candidate.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries across various channels, role-play with a friend or family member. This will help you feel more confident when it comes to real-life interactions.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues. Be ready to share these during interviews to demonstrate your ability to handle escalated contacts.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Escalation Resolution Associate in Oxford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Escalation Resolution Associate role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've successfully resolved complex issues in the past. This role is all about finding solutions, so let us know how you’ve tackled challenges head-on!
Keep It Clear and Concise:When writing your application, make sure your language is clear and to the point. Use proper grammar and spelling, as this reflects your communication skills, which are super important for this position.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows you’re keen on joining our team at Tripadvisor!
How to prepare for a job interview at TripAdvisor LLC
✨Know the Company Inside Out
Before your interview, take some time to research Tripadvisor and its subsidiaries. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
As an Escalation Resolution Associate, you'll likely face complex situations. Prepare for scenario-based questions by thinking of examples from your past experience where you've successfully resolved customer issues, especially those involving escalations or sensitive matters.
✨Showcase Your Communication Skills
Since this role involves interacting with customers through various channels, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to refine your responses and ensure you're comfortable communicating under pressure.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you approach problem-solving. Think of specific instances where you've had to make quick decisions or handle conflicts. Highlight your ability to stay calm and solution-focused, as this is crucial for the fast-paced environment at Tripadvisor.
