Helpdesk Agent

• Responding to guest enquiries and complaints with genuine care, patience, and empathy
• owning mistakes quickly and focusing on solutions
• 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
• knowing when to reassure, when to apologise, and when to escalate
• accurately booking, amending, and cancelling reservations
• taking deposits for large party bookings
• handling guest data responsibly and following agreed processes

• No prior Helpdesk experience required
• hospitality or guest-facing experience is a strong advantage
• ability to work evenings and weekends
• availability 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