Full Time

Holiday Support Advisor

Please send your CV & Cover letter

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 30 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 300+ 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.

We’re proud of our award winning reviews received from holidaymakers, however, as hard as we try, it’s inevitable with the number of holidays we provide a year, to receive some forms of dissatisfaction about the service we have provided or with the property they are staying in.

We are passionate about delivering brilliant holidays and excellence to our customers and owners alike. We are looking for somebody who is able to resolve any matters arising on the arrival of a customer’s holiday, including resolving issues with cleanliness and hygiene. You must be able to respond to customers and owners in a professional and timely manner and you should also be able to work from home and in head office when required.


We are looking for
  • Previous customer resolutions experience.
  • Ability to take a fair and balanced approach to resolutions.
  • Outstanding communication and influencing skills
  • Good ‘people skills’ and a friendly approach.
  • Good 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.
  • Customer focused.
  • Ability to solve problems.
  • Able to work on your own initiative.
  • Able to follow processes clearly and efficiently.
  • Experience of managing a range of customers.
  • Ability to prioritise and manage time well.

Hours of work:

  • 37.5 hours per week
  • 5 days per week between Monday and Sunday
  • Working hours will range between 8am – 10pm.
What will you be doing?

Main Responsibilities:

  • Quality - Answering customer issues in a responsive, sensitive, calm and professional manner. Working as part of a team and using initiative when working independently.
  • Service - Investigating and resolving customers' problems, which may be complex. Communicating courteously with customers by telephone and email.
  • Monitoring - Using and updating spreadsheets to maintain complaint logs and resolutions. Keeping accurate records of discussions or correspondence with customers.
  • Key Performance Indicators - Giving information and helping to solve problems within Service Level agreements.
  • Knowledge - Arranging solutions/services for owners/clients based on business rules.
  • Reporting - Communicating with other departments such as Reservations, Property Management and Managed services .
  • Personal - Use time effectively and efficiently; set and manage objectives and goals and evaluate these results. Remain calm under pressure.
  • Ambassador of the brand - Represent Travel Chapter throughout all complaints/correspondence.
What's in it for you?
  • Competitive Salary
  • Company Pension Scheme 
  • Travel Chapter Employee Rewards - Exclusive staff discounts
  • Healthcare Cash Plans
  • Employee Assistance Programme
  • Free Healthy Snacks 
  • Exclusive staff holiday discounts  
  • 25 days holiday per year plus bank holidays
  • 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!