Crystal Hub Customer Advisor

Job Description

For us, the mountain isn’t just a place – it’s a way of life. We live and breathe the snow, the mountains are in our DNA – and we know they’re in yours too.

At Crystal Ski Holidays, our team shares the same passion as our customers – a love for skiing, snowboarding, and everything that comes with it. We’re not just travel experts, we’re mountain people – enthusiastic, approachable and knowledgeable.

As a Customer Service Advisor, you’ll be right at the heart of that mission. You'll combine your love of the mountains with customer care, offering support, guidance, and genuine insight to help customers before, during, and after their holiday. Whether they’re first-timers or seasoned enthusiasts, you’ll help them make the most of their mountain experience.

This is an exciting hybrid role where you’ll work some of your working week based at our Crystal Hub in Milton Keynes, and the remainder of you week based at home as part of our remote operational contact centre.

Typically, you’ll work 2 days a week at our Hub in Milton Keynes, however due to leave and absence this could sometimes require up to 5 days location-based work. We’ll provide you with the tools, training and tech to be able to work in this way but on the days you work from home,you’ll need a suitable space that allows you to work comfortably and away from general ‘home’ activities and have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps. We’re available for our customers between the hours of 0800-2200 Monday – Sunday therefore you would work on a fully flexible roster.

Joining us will not only provide opportunities for you to carve out a career in a fun and challenging environment but the benefits of being part of an exciting global team.

Please note that this vacancy is open for 30 hours or 37.5 hrs applications - In the application, please state your preference in terms of working hours.

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Excellent rates with foreign exchange and discounts with retailers
• Community day – time to spend working at a local charity or community
• Pension scheme and life assurance

ABOUT THE JOB

• You’ll provide honest, expert advice and suggestions when helping customers choose their holiday and support them throughout their Crystal journey
• You’ll ensure that all forms of contact – face2face, phone, email, chat, social - are handled quickly and with a friendly ‘can-do’ attitude whilst exceeding performance targets
• You’ll work closely with teams from across the business as the ‘voice’ of our customers, and actively suggest recommendations for change
• You’ll ensure you’re up to speed with our product, sharing your own stories and using your initiative to ensure you’re an expert in our holidays
• If things don’t go to plan, you’ll be confident to discuss, investigate and resolve any question or complaint
• You’ll enjoy change and challenges; taking on tasks to help where needed.

ABOUT YOU

• Have a keen interest in skiing or snowboarding with expert knowledge to share.
• Passionate about delivering excellent service and achieving results.
• A great listener, highly effective communicator, and able to build rapport quickly.
• Enthusiastic about learning new skills and working in tourism.
• Quick-thinking, confident in handling difficult situations, and proactive in problem-solving.
• Comfortable managing multiple contacts and administrative tasks while following procedures.
• Flexible to work variable shift patterns, including evenings and weekends, with schedules shared four weeks in advance.
• Open to working both in the Crystal Hub and from home, depending on business needs.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.