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If you are experienced in high-touch, personalised customer service, we have a fantastic opportunity to join a well-established company based in St Albans. You will be given the opportunity to make your mark in this rapidly expanding company by proving your abilities and eagerness to progress! This company offer excellent training, with occasional trips for research and familiarisation purposes. What’s in it for you? Salary – competitive. Hours: Shift system in place, including weekends, 37.5hr week – some hybrid working on offer. Free parking! Staff discount Team and social events Key Responsibilities: Deliver exceptional customer service across all communication channels, including telephone, email, live chat and social media. Understand customer needs and provide timely, accurate and empathetic responses. Manage customer enquiries, booking amendments, cancellations and other booking-related requests. Investigate and resolve pre-travel, in-resort and post-travel complaints in line with company procedures and ABTA guidelines. Communicate effectively with customers during challenging situations, negotiating fair and commercially appropriate resolutions. Liaise with internal departments, resort teams, villa owners, agents and third-party suppliers to resolve customer issues. Support customers overseas by coordinating with Resort Teams and external partners where required. Manage changes, operational issues and alternative arrangements while balancing customer expectations and company requirements. Monitor customer feedback, identify trends and contribute to improvements in customer journeys, processes and systems. Use customer insights to identify pain points and recommend improvements across Customer Service, Web, Product and Marketing teams. Manage customer interactions on social media platforms and review sites, protecting the brand through professional, timely and empathetic responses. Support business growth by identifying opportunities to protect profitability and achieve appropriate commercial outcomes. Maintain knowledge of internal systems to effectively support customers and improve service delivery. What the employer is looking for: At least 2 years’ experience in a customer service focused role Proven experience handling customer complaints, escalations and complex customer situations. Excellent verbal and written communication skills, with the ability to adapt tone across different communication channels. Strong negotiation and problem-solving skills with the ability to achieve positive customer outcomes. Experience managing customer expectations while balancing customer satisfaction with commercial objectives. Knowledge and experience of social media customer service platforms, including Facebook, X (formerly Twitter) and review sites such as Trustpilot. Ability to analyse situations, identify practical solutions and make commercially appropriate decisions. Experience working with third-party suppliers and multiple distribution channels. Ability to manage competing priorities and perform effectively under pressure. Strong organisational skills with excellent attention to detail. Proficient Microsoft Excel skills are desirable. Manage your own workload and a good team player Red Door Recruitment is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination. Full details available on our website. Please note due to the number of applications we often receive; only shortlisted applicants will be contacted

Are you at your best when things don't go to plan? Perhaps you've worked in travel, emergency services, a reactive customer contact centre, airline operations, hospitality, retail escalation teams, inbound helplines or another fast-paced customer environment where no two days are ever the same. If you're calm under pressure, thrive on solving problems and genuinely care about delivering exceptional customer experiences, we'd love to hear from you. This is an opportunity to join a highly established, close-knit customer experience team where people stay for years. You'll be supporting customers through some of the most important moments of their holiday journey, helping resolve challenges, finding solutions and ensuring every customer feels listened to, supported and valued. The Role This isn't a scripted contact centre role. One minute you could be helping a customer with a booking enquiry. The next, you might be resolving a complex complaint, arranging alternative accommodation, responding to social media feedback, or supporting customers whose travel plans have unexpectedly changed. Success comes from being able to think on your feet, communicate with empathy, negotiate positive outcomes and remain composed when dealing with emotionally charged situations. You'll manage customer interactions across: Telephone Email Live Chat Social Media Online ReviewsWorking closely with colleagues across the wider business, you'll help deliver solutions that balance outstanding customer service with practical commercial decision-making. What We're Looking For We're particularly interested in people who have worked in: Travel and tourism Emergency services Airline or transport customer operations High End Retail or hospitality higher level escalations teams You'll likely be someone who: Remains calm and professional under pressure Is resilient and able to handle challenging conversations with the public Can build rapport quickly and communicate with empathy Enjoys solving problems and finding practical solutions Is confident making decisions and managing conflicting priorities Has excellent written and verbal communication skills Thrives in a busy, ever-changing environment Embraces change, technology and continuous improvement Is good in using multiple systems and can get around an Excel spreadsheet Travel industry experience is very helpful but not essential. We are equally interested in people with strong customer service experience from other demanding, high touch service customer-facing sectors. Why Join? Join a genuinely supportive and highly experienced team Work alongside colleagues who are empowered and trusted to make decisions Opportunity to get involved in projects, process improvements and technology initiatives Exposure to a wide range of business functions and stakeholders Excellent training programme and structured onboarding Long-term career opportunities across the wider business Employee travel discounts and additional holiday-related benefits Free parkingTate are happy to discuss the salary with you in person. Most importantly, you'll be joining a team known for its collaborative culture, positive atmosphere and exceptionally low staff turnover. Hours & Flexibility This is a full-time position averaging 37.5 hours per week. The operation supports customers seven days a week, therefore flexibility to work a rotating shift pattern is essential. Key points: Shifts cover operating hours across Monday to Sunday Typically one weekend in three Time off in lieu provided for weekend working Rotas published well in advance to support personal planning Following successful training and probation, there is the opportunity to work from home for weekend and Bank Holiday shifts. This role is ideally suited to someone who understands and enjoys a shift-based environment and recognises the benefits that weekday time off can bring. If this sounds like you... We'd love to hear from people who combine resilience, warmth, commercial awareness and outstanding customer service skills, and who want to build a long-term career within a high-performing, people-focused team. Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment. Tate is acting as an Employment Business in relation to this vacancy. Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application

Strategy & Reporting Working with the Senior Digital and Social Channels Manager and Head of Digital and Social to implement our digital and social media strategy across key platforms (e. Content creation and campaign management Working closely with the Content Managers and Senior Digital and So