Who we are With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, we’re challenging existing players and redefining how customers book, manage and experience their holidays. And it doesn’t stop there. With huge opportunities for growth, we’re on a long-term mission to become Europe’s biggest and most loved online retailer of beach holidays, so our story’s only really just begun… We’re on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans. We’re a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we’ve not lost our entrepreneurial spirit. It’s in our DNA. You’ll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community. What you’ll be doing We have a fantastic opportunity for a Travel Advisor to join our In Resort Support team at On the Beach If you are as passionate about helping customers as we are, then keep reading and get your CV ready. Our In resort team work within our post travel area, working closely with the customer feedback team. We are looking to expand our In Resort team with candidates who can offer our customers a memorable journey for all the right reasons. The salary for this position is £23,400 FTE. As a Travel Advisor in our In Resort team your responsibilities will include: Supporting our customers with any queries, disruption, emergencies or incidents whilst on holiday. Communicating with our customers via Calls, Live Chat and Email. Identifying our customers’ needs with empathy and effective questioning to best resolve their queries at the first point of contact. Taking ownership of bookings where we can't resolve at the 1st contact, by liaising with other teams and suppliers to find the best resolution for the customer. Understanding our customers' expectations, our processes and using your knowledge and skills to find solutions that surprise and delight our customers. Sharing knowledge and ideas for improvements to create positive change for our customer journey. Working as part of a team as well as working independently to handle and manage workloads. Working towards team and individual targets. Supporting our customer feedback team with post travel customer queries and complaints. You’ll be a great addition to our team if you have the following skills, knowledge and experience Enjoy helping people – you will be passionate about helping customers and be able to think outside the box to solve any issues our customers may be facing. Great communicator – How we communicate with our customers has a lasting impression. You will be an outstanding communicator with the ability to build rapport with our customers. Want to make a difference - We are there for our customers when they are at their most vulnerable. You will be able to provide understanding, empathy and support to make a difference to every customer. Have previous Customer service experience - Working in the travel industry or customer service / support role. You will have experience of prioritising and planning your workload along with achieving targets. Thrive in a dynamic environment – We have a fast-paced environment, you will be able to adapt easily and work well under pressure. What to expect from our interview process This will involve a brief telephone interview followed by a face-to-face interview in our Manchester head office. We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process, please let the People team know and they will be happy to assist. Ways of working You will work a flexible 37.5 hours over 7 days with varied shift patterns mainly hours between 08.00 - 19.00. During your probation period you will be required to work from our amazing Aeroworks office in Manchester, this is to make sure you have all the support you need during the start of your journey with us. After your full-time induction in our Manchester city centre office, your working week could look something like this: 2 days a week in our Aeroworks HQ in Manchester (10 minute walk from Piccadilly station) and 3 days a week working from home. Our benefits We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include: 25 days holiday plus your birthday off Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you’re away on your On the Beach package holiday Flexible working hours and hybrid working Access to Learnerbly learning platform, plus workshops, courses and professional qualifications Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support Employee Assistance Programme and free access to counselling Simplyhealth Optimise Health Plan Company Sick Pay scheme Regular wellbeing events Gym discount Death in Service cover Onsite subsidised coffee shop The Sandbox (our very own bar) Food and drink discounts across a number of venues in Manchester City Centre Cycle to Work scheme