Customer Support Executive Job at 360 Resourcing Solutions (Northwich)

Customer Support Executive

360 Resourcing Solutions

Location:
United Kingdom , Northwich

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Headwater Holidays (part of Travelopia) specialises in self-guided active holidays; we offer travellers the freedom to explore Europe and beyond at their own pace. With over 40 years of experience, we provide exceptional itineraries that immerse our customers in authentic local cultures and landscapes. We are looking to hire a Customer Support Executive to join our team! Reporting to the Customer Team Leader, you will serve as a key point of expertise within the Customer Support team, managing complex and sensitive post-booking enquiries while ensuring a seamless and positive customer experience. You will deliver high-quality service by resolving detailed operational issues, maintaining strong customer relationships, and consistently meeting service level and quality standards.

Job Responsibility:

Handle incoming and outgoing service calls within agreed service levels, consistently delivering exceptional customer service
Manage post-booking customer enquiries, including holiday amendments, while maintaining strong and positive customer relationships
Respond to customer emails within agreed service level and quality standards
Complete administrative tasks including invoicing, accurate record-keeping, and queue management in line with service level agreements
Process post-confirmation changes, including accommodation and route amendments
Manage aviation ticketing processes, including schedule changes and related customer communication
Arrange rail and other transport bookings as part of customer holiday itineraries
Liaise with locally appointed agents to resolve on-the-ground customer queries efficiently
Ensure all holiday documentation is accurate and issued within agreed timeframes
Build and maintain ongoing customer relationships to support retention and overall customer satisfaction
Actively participate in company training, development initiatives, and continuous improvement activities

Requirements:

Experience working in an 'on request' travel sales or customer service environment, with confidence handling both inbound and outbound telephone communication
A genuine passion for delivering excellent customer service and resolving travel-related enquiries
Strong communication skills with the ability to make efficient, well-judged decisions that support team and departmental objectives
A flexible and adaptable approach, with willingness to assist with ad-hoc tasks to support business and customer needs
Excellent attention to detail and the ability to multitask effectively in a fast-paced environment
Experience using reservation systems and computer platforms, along with strong proficiency in Excel, Outlook, and other Microsoft Office applications

Nice to have:

Knowledge of European travel, including air and rail geography
Previous experience working with GDS platforms such as Amadeus or Galileo

What we offer:

Competitive salary plus performance bonus
Contributory pension plan and life insurance
25 days' holiday plus bank holidays and your birthday off
Employee travel benefits and discounts across retail partners
The opportunity to be part of a certified B Corp, where your work is valued
Career progression opportunities within a long-established brand with global backing

Additional Information:

Job Posted:
May 11, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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