Helpdesk Agent

• Responding to guest enquiries and complaints with genuine care, patience, and empathy
• Owning mistakes quickly and focusing on solutions, not blame
• Treating every guest interaction as important
• Staying engaged during quieter periods and focused during busy ones
• Managing multiple conversations across live chat, email, and social channels without letting standards slip
• Seeing a booking through properly
• Communicating clearly and professionally in writing and over the phone
• Reading emotional cues in guest messages and adjusting your approach accordingly
• Handling complaints calmly and confidently, without becoming defensive or dismissive
• Knowing when to reassure, when to apologise, and when to escalate
• Accurately booking, amending, and cancelling reservations
• Taking deposits for large party bookings (including phone-based bookings during peak periods)
• Handling guest data responsibly and following agreed processes
• Respond to guest enquiries via Website live chat, Email tickets, Facebook & Instagram Messenger

• No prior Helpdesk experience is required
• hospitality or guest-facing experience is a strong advantage
• Work evenings and weekends, with rotas that may change week to week
• Be available to provide holiday cover, which may require full-time hours (up to 36 hours) for short periods
• Work from the office at The Joiners Arms

hospitality or guest-facing experience

Refer to Job Description for our Chilled Perks