Job description

We have an exciting opportunity within our Jet2holidays 24/7 Customer Helpline Team for 2025!

As part of developing our customer proposition, our Call Handler - in resort response role is an exciting venture which, if successful, will allow us to continue to deliver a VIP service to our customers in 2025 and onwards!

As a Call Handler - in resort response you will:

Deliver a VIP industry leading service, to our customers who are in destination.
Handle complaints effectively and efficiently, ensuring resolution.
Demonstrate composure, empathy and reassurance to customers when faced with sensitive and emergency situations.
Actively share knowledge and work as one team to drive performance and improvement.
Provide a high level of communication via Voice or WhatsApp, enabling you to liaise with our customers, local teams in destination and other internal stakeholders to provide support.
Utilise internal systems to accurately record customer interaction
Be an Ambassador for our brand.

What are the key skills / experience you’ll already have?

A passion for going above and beyond, delivering a VIP experience to our customers and colleagues.
Experience in verbally managing challenging and serious situations.
A resilient and empathetic approach.
Exposure to complaint handling, ideally both written and verbally.
Experience of working in a customer focused, fast paced role, is essential.
Knowledge or experience of working in the travel industry is preferred but not essential
Good working knowledge of Microsoft packages including Outlook, Word, PowerPoint, Teams and Excel.
Effective decision making and problem-solving skills are a must.
Resilience, enthusiasm, and energy, with the ability to work well under pressure.
Outstanding communication skills, both written and verbal, with an approachable style.
Experience of being a strong team player, self-motivated and hardworking

This role is home-based therefore it is essential that you have:

A suitable quiet working space
High-Speed broadband connection
A comfortable chair as you will be sat down at your desk for long periods of time

Please be aware this role is available on a UK contract basis; therefore, you must be based in the UK.

Our Call Handler roles are based on shift work to meet the needs of our operation. These will include evenings, weekends and bank holiday cover including Christmas.

If you are successful in joining us, we will provide a 5-week comprehensive training and induction programme, please be aware no Leave can be taken during this time.

The start date for this role is Monday 14th April 2025.

What can we offer you?

We offer our valued colleagues a range of benefits including:

Competitive salary, with annual pay review
Contributory pension scheme
34 days holiday entitlement per annum (including Bank Holidays)
3 x salary life assurance
Generous Discretionary Profit Share Scheme
Colleague discounts on Jet2holidays and Jet2.com flights
Access to Mental Health First Aiders
Many retail discounts on – travel and leisure, health, and wellbeing, eating out, shopping and lifestyle

Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!

Required profile