7 days a week operation - Offering various hours

Customer Support Advisor

Please send your CV & Cover Letter

Employment Type

7 days a week operation - Offering various hours


Home working or Head Office in Bideford

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 are looking for an engaging and positive Customer Support Advisor to join our busy Customer Support Team and you should be able to work from either your home or Head Office.

The main purpose of this role is to work closely with our customers and provide a professional and efficient service. You will need to use your excellent customer service skills to assist with enquiries over the phone, email, live chat and social media.

The Customer Support Advisor will be someone who can confidently demonstrate a high level of customer service whilst being able to build good relationships and resolve difficult and technical issues. They will find positive solutions to balance out the needs of the customers and the business.

The role is working in a fast-paced environment where the Customer Support Advisors are the point of contact for customers for their upcoming holidays and they are responsible for handling these relationships in a professional and positive manner. You will need to have highly developed interpersonal skills and be able to use your initiative to resolve challenging situations.

We are looking for confident and experienced individuals who have a proven track record in similar Customer Support roles where they have been able to demonstrate their knowledge and skills to drive quality standards and meet KPIs. You must be highly motivated and be able to help us on our mission to deliver excellence to our customers with a quality service, when it’s needed the most.

You will join our busy Customer Support Team and you should be able to work from either your home or Head Office. You will ensure that each situation with our customers is delicately managed in a controlled way. You will need to be an expert in these areas, and you must also be dedicated and organised in your approach and able to complete multiple tasks in a timely manner.


We are looking for
  • Previous call center experience essential.
  • 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.
  • Able to follow processes clearly and efficiently.
  • Experience of managing a range of customers.
  • Ability to analyze and solve problems quickly.  
  • Ability to prioritise and manage time well.
  • 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 with past examples of continuous improvement.

Hours of work:

  • 7 days a week operation offering various hours

  • Hours will range between 8am – 10pm and you should be available to work within these times.

What will you be doing?

Main Responsibilities:

  • Skillfully guide and assist customers on their upcoming holidays.
  • Support customers on any question or query 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 and social media.
  • 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.
What's in it for you?
  • Competitive salary
  • Company pension scheme 
  • Travel Chapter Employee Rewards - Exclusive staff discounts
  • Healthcare Cash Plans
  • Employee Assistance Programme
  • 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!