On Holiday Support Advisor 24/7 (f/m/x)

Permanent Contract

WORK LOCATION	London
Remote work	hybrid model or remote from United Kindom
FoRM of Employment	Permanent Contract
Employment type	Full time

As the world’s oldest travel brand, Thomas Cook has been shaping travel since 1842. In September 2020, Thomas Cook, one of the most recognisable names in tourism, returned as an online travel agency. It is now part of the Polish-based eSky Group, which owns and operates brands such as eSky and eDestinos in 50 markets worldwide. Together, we develop solutions that inspire people to explore the world, and we turn these inspirations into experiences.

With ATOL-protected holidays and city breaks packages, the new Thomas Cook allows customers to design their own trip according to their budget, needs, and specifications. Customers can fly from all major UK airports with direct flights from all major carriers, thousands of hotels to choose from, and add-ons including car hire, insurance, and attractions.

As our On Holiday Support Advisor (24/7), you will be responsible for delivering excellent customer service to support our customers whilst on holiday, this could range from giving advice about the local area to handling crisis and incidents as part of a wider team. You will also be needing to trouble shoot and finding 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.

What will your journey with us look like?

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 acrossthe business.
Stay up to date on all ABTA and ATOL policies and processes.
Pro-actively working on other customer operations work when not engaged in on holiday support activities.
Be proactive in your approach to handling all customer operations work.

183

years on the market

in total

750

employees

around the world

markets

globally

To succeed in this role, you 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 escalate 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.

Strongly preferred: