Full Time

Customer Service Advisor

Closing date Friday 2nd July 2021

Employment Type

Full Time


Home working and Head Office in Bideford as required

The Role

The Travel Chapter Group, incorporating Holidaycottages.co.uk and other holiday cottage acquired businesses, is an award-winning holiday letting company with over 31 years’ experience specialising in quality holiday properties across the UK.

We pride ourselves on our extensive and varied portfolio of properties, and always strive to exceed the expectations of our holidaymakers and property owners alike. With over 350+ staff across the UK,  a thriving portfolio of 6000+ properties across the UK and taking 150,000+ bookings a year, you can expect to work in a progressive and agile team.

The main purpose of this role is to work closely with our customers and provide a professional and efficient service. You will work in a fast-paced environment and sell holidays to our customers, being the first point of contact for enquiries about booking a holiday and for queries on upcoming holidays.

You will need to confidently demonstrate a high level of customer service, use your negotiation and strong sales skills to meet customers’ needs and close the sale in a regulated selling environment. You will make it easy for customers to say yes to booking a holiday with us and for them to recommend us to others.

You will need to use your excellent interpersonal skills to assist with customer enquiries over the phone, email and live chat. You will be expected to be flexible in your approach and adaptable to meet the needs of our customers across each of these communication channels and convey clear concise messages, responding in a timely manner.

In addition to selling holidays, you must also be able to build good relationships and resolve difficult and technical issue to find positive solutions to balance out the needs of the customers and the business.

You will be passionate, professional, an excellent listener and an articulate communicator. You will have the desire, drive and commitment to exceed our customer’s expectations and deliver an exceptional experience.

You will need to have a proven track record in similar Customer Service roles where you have had to demonstrate your selling skills and customer services skills to drive quality standards, meet KPIs and SLAs.

You must be highly motivated and be able to help us on our mission to deliver excellence to our customers with a quality service, sell holidays and ensure that each situation with our customers is managed in a professional and controlled way.

You should be able to work from either your home or from our Head Office, you will also be required to manage your time effectively. You will also be responsible for accurately recording customer information and adhering to our procedures and you must be adept at using different IT platforms.

We are looking for

Skills and Experience Required:

  • Previous Contact Centre experience preferred
  • Proven track record of highly developed ‘people skills’ and a friendly approach.
  • Strong telephone experience and an ability to speak confidently with customers.
  • Excellent written communication skills, using emails, live chat and other communication platforms, in a business environment.
  • Dedicated and customer focused.
  • Intuitive to customers’ needs
  • Ability to be assertive by adapting the sales approach depending on the client.
  • Experience in a sale-based environment.
  • Able to follow processes clearly and efficiently.
  • Experience of managing a range of customers.
  • Ability to analyse and solve problems quickly.  
  • Ability to prioritise and manage time effectively to meet SLAs and KPIs, with proven experience.
  • Have a logical approach to problem-solving.
  • Commitment to succeed and develop as part of a growing business, striving to achieve the highest standards at all times.
  • Proactive and crucially a ‘can-do’ attitude.
  • Self-motived and desire to continuously look for ways for the department/service to improve.
  • Experience of working within the travel and leisure industry preferable.

Hours of work:

  • 37.5 hours per week
  • 5 days per week Friday to Tuesday
  • Working hours will range between 8am – 10pm.
  • Hours are determined by a rota in advance
What will you be doing?

Main Responsibilities:


  • Skilfully guide and assist customers on their upcoming holidays or whilst they are on holiday.
  • Negotiate with clients and owners on the price of holidays when required.
  • Effectively sell holidays and convert leads
  • Make holiday bookings using our in-house systems.
  • Support customers on any questions or queries they may have. 
  • Deliver a best in class customer experience in line with Travel Chapter’s core values, policies and processes.
  • Responding professionally and timely to contacts using a range of communication channels including phone, email, live chat, social media and in some scenarios face to face.
  • Stay up to date with all new processes and acquisitions.
  • Keep comprehensive records of conversations in our call center database.
  • Meet personal/team KPI goals.
  • Flexibility to perform other contact center duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business.
  • Stay up to date with all new processes and acquisitions.


What's in it for you?
  • Competitive Salary
  • Company Pension Scheme 
  • Travel Chapter Employee Rewards - Exclusive staff discounts
  • Healthcare Cash Plans
  • Employee Assistance Programme
  • Life Assurance Scheme
  • Exclusive staff holiday discounts  
  • 25 days holiday per year
  • Cycle to Work Scheme
  • Regular social and team events
  • A relaxed, friendly and fun work environment
  • Time for training and self-improvement
  • Highly effective, motivated and supportive team members!