At Solmar Villas, we're by your side, all the way to the pool. As a multiple award-winning company, we help discerning holidaymakers enjoy wonderful, relaxing holidays by making it easy to book beautiful villas with private pools and helping them make lifelong memories.
What You’ll Be Doing
We are currently seeking two Holiday Helpline Triage Coordinators to join our dynamic Holiday Helpline Team. As a Holiday Helpline Triage Coordinator, you will play a vital role in ensuring our Villa Holidays run seamlessly, providing exceptional support to our guests throughout their stay. Acting as the initial point of contact for guests in-resort, you will handle inquiries, address concerns, and facilitate resolutions through collaboration with suppliers, local representatives, and our internal teams. Your professionalism, empathy, and efficiency will be pivotal in delivering an outstanding guest experience.
Your role will include:
* Guest Support: Serve as the first point of contact for guests, handling their calls and inquiries with professionalism, sensitivity, and empathy. Address concerns promptly and ensure they feel supported throughout the resolution process.
* Issue Documentation: Accurately record all reported issues and update records consistently using our CRM software to ensure seamless follow-up.
* Problem Resolution: Direct guest concerns to the appropriate Country Issue Resolution Executives or teams. Escalate urgent or complex issues to senior staff or managers as required.
* Communication: Keep guests informed about the progress and outcomes of their concerns, ensuring they feel valued and satisfied with our service.
* Supplier Liaison: Collaborate with suppliers and local representatives when necessary to facilitate timely and efficient problem resolution.
* Routine Assistance: Address routine queries, such as check-in/check-out times and transfer details, ensuring guests have the information they need.
* Crisis Management: Provide urgent responses as part of the Crisis Management team when required, demonstrating adaptability and composure under pressure.
What We’re Looking For
* Experience: Proven customer service experience, ideally within the travel, tourism, or hospitality industry.
* Problem-Solving Skills: A natural problem solver with the ability to think critically and act decisively.
* Empathy & Calmness: Demonstrated ability to remain calm, empathetic, and professional in challenging situations.
* Organizational Skills: Highly organized with a methodical approach to managing workloads and multitasking.
* Interpersonal Skills: Strong communication and interpersonal abilities, with a talent for building rapport with diverse individuals from various backgrounds.
* Professionalism: A responsible and positive attitude, with a commitment to delivering exceptional service.
* Technology Proficiency: Confidence using Microsoft Office applications and CRM systems.
* Language Skills: Fluency in multiple languages is a plus but not essential.
Why Join Us?
Be part of a collaborative and supportive team that values excellence, innovation, and guest satisfaction. This role offers an opportunity to contribute meaningfully to our guests’ experiences. Plus additional benefits such as:
* A flexible hybrid working setup (office and home).
* A supportive team that values collaboration and creativity.
* Enhanced annual leave plus birthday off.
* Discounts and other perks via Perkbox.
* Private Medical Insurance.
* Cycle to Work and Electric Car scheme.
* Opportunities to stay in some of our amazing villas for free.
* Social events.
* Pension contributions.
Pay: £24,000.00 per year
Location: Hybrid (Mon-Weds office, Thurs-Fri home)
Working Hours: 37.5 hours per week, based on a shift pattern of 5 shifts across a seven-day period. Shifts are 7.5 hours each, covering opening hours from 8:00 AM to 8:00 PM, every day of the week. Weekend work is required as part of the rotating schedule.
Type: Full-Time, Fixed Term for 6 months
Ideal Start Date: April 2025 (x1) May 2025 (x1)
Job Types: Full-time, Fixed term contract. Contract length: 6 months
Seniority level
* Entry level
Employment type
* Full-time
* Industries
* Travel Arrangements
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