Customer Service Advisor

Job Description

**SALARY – £23,550**

Joining the First Choice Contact Centre Team as a Customer Service Advisor, we will help you become an expert of our destinations, products and procedures to respond to, resolve and service a range of customer contacts. You will be supporting customers who’ve booked holidays through our First Choice, Holiday Hypermarket & Holidays for Heroes brands. You will put all customers at the heart of our business and constantly ‘go the extra smile’ by creating unforgettable holidays that make us famous for service and create customers for life.

This role will be home based, although we can offer a hybrid contract if you’re local to Stockton on Tees, where our office is located. We’ll provide you with the tools, training and tech to be able to work in this way, you’ll need a quiet environment and reliable internet connection. Joining us will not only provide opportunities for you to grow your career, but you’ll also enjoy the benefits of being part of an exciting global team.

ALL THE VIRTUAL INTERVIEWS WILL BE SCHEDULED BETWEEN 9TH AND 17TH MAY.

THE START DATE FOR THIS ROLE IS 17TH JUNE 2024.

ABOUT THE ROLE

• You’ll listen carefully to our customers, ensuring you understand their requirements to resolve their queries and process their requests efficiently & professionally.
• You’ll display empathy & understanding towards our customers, particularly when managing complaints or sensitive situations
• If things don’t go to plan, you’ll be confident to take ownership, , investigate and resolve every customer query – regardless of whether they’re going on holiday or have just returned.
• You may be required to make outbound calls to customers, to discuss their complaint, update on last minute changes to their travel arrangements or to request outstanding payments.
• Our customers will be at the heart of everything you do, you’ll ensure they understand exactly what you and our business can do to make their holiday experience amazing.
• You’ll take pride in your work and ensure your interaction with our customers is accurately documented.
• You’ll display positive behaviours, using your knowledge & expertise to proactively look for ways to improve our service and customer satisfaction
• An exciting and varied role, managing a range of customer contacts across a range of platforms
• Using your personality, you’ll inspire and respect our customers and your colleagues whilst sharing a great amount of fun

ABOUT YOU

• Passionate about customer service, ideally with previous experience in a customer-facing role – in a homeworking, retail or contact centre environment
• A customer driven and positive individual who loves travel and new experiences
• Flexibility to work variable shift patterns each week which include evenings & weekends
• Good mathematical ability, excellent verbal & written communication skills
• Team-player who engages and collaborates with colleagues & peers but is comfortable working independently from home
• An organised individual who takes pride in their work and responsibility for their own development
• Due to operational reasons, you must be flexible to cover shifts anytime between 9am-8pm. Unfortunately, we will not be able to accomodate any personal, external arrangments during those hours.

Home Working Requirements

• You will have a suitable space that allows you to work comfortably and away from general ‘home’ activities
• You will be required to have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps
• Be prepared to attend occasional onsite meetings/training at the Stockton-on-Tees Contact Centre when required

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
• Discovery day – time to spend working at a local charity or community
• Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.​​

We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email contactcentre.recruitment@tui.co.uk