Customer Experience Agent - Social Media

At loveholidays, we strive to provide you with the best holiday possible. However, despite our best efforts, sometimes there may be a little bump on the road that needs to be fixed. The social media team provides that support to customers who reach us on our social or Trustpilot platforms.

The social team responds to the customer queries and reviews left across our platforms. We assist our customers through each stage of their holiday journey with us, - whether they’ve just booked a holiday or since returned home - and are there to provide the front-line support in our loveholiday’s tone of voice.

You’ll be a motivated customer service champion with a passion for helping and speaking to customers. Our ideal candidate will strive to deliver the very best possible customer experience when handling all queries or complaints.

A keen eye for a high standard of quality, grammar and general attention to detail is a must for this role as social posts represent our brand in a very public environment.

The impact you’ll have:

You’ll be part of our growing social media team, making sure our customers are responded to and resolved. With your previous experience delivering customer service on social media platforms, you’ll enjoy using the loveholiday’s tone of voice in your responses and engaging with our customers where we can.

The social team represents the voice of both the customer and loveholidays, so it’s really important trends and contact drivers are spotted quickly and flagged to the Team Leader and Manager. We need to be hot on sharing customer feedback and sentiment, so experience in a fast-paced team is desirable.

You’ll be genuinely empathetic with our customers and, with your outstanding customer service skills, be ready to assist and resolve. Experience working to and achieving KPIs is needed.

Your day-to-day:

• Responding to and assisting customers across our social media and Trustpilot platforms, and flagging any concerning/sensitive content to the Team Leader and Manager
  
  
• Resolving/assisting with the resolution of customers - which can require working closely with other members of CX or even wider teams
  
  
• Engaging with customers on social where appropriate
  
  
• Highlighting any potential contact drivers or trends so insight can be gained
  
  
• Understanding and work alongside the social strategy in place
  
  
• Maintain an up-to-date knowledge of the travel industry
  
  

*You will be required to attend the head office in Hammersmith once a month for team Touchdown days

Your skillset:

• An excellent and proven command of the English language, both verbal and written
  
  
• Outstanding and demonstrable Customer Service skills
  
  
• Proven experience working across Social platforms to deliver customer service
  
  
• Experience in handling high profile/escalated contacts
  
  
• Previous experience in a fast-paced environment
  
  
• Highly organised with great attention to detail
  
  
• Excellent communicator and team player
  
  
• Highly empathetic, sensitive and focused on delivering high quality customer resolutions
  
  

Not necessary but would be desirable to have:

• Knowledge and understanding of the travel sector
  

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

The interview journey:

1. Screening call with the hiring manager - 20 mins
   
2. Interview with Hiring Manager + 1 other Manager - 60 mins