Escalated Customer Care Executive

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink". is the European Travel-Tech leader in the dynamic holiday packages business, uniquely positioned to drive innovation-led growth.

Every month, reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.

At the heart of our culture is a commitment of inclusion across race, gender, age, sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.


Job Description

We are looking for an experienced Customer Services professional from within the Travel industry that is looking to develop their career in Travel Customer Services

In this role

  • You will provide outstanding service to 'VIP' customers ensuring customer complaints are dealt with efficiently and sensitivity with high levels of professionalism and courtesy. 

Key Responsibilities will include

  • Investigating and resolving customer complaints through a variety of channels 
  • Take ownership ensuring the customer is kept informed of any developments relating to their query until a full resolution is reached
  • Provide feedback to customers and colleagues in a constructive and courteous manner
  • Be confident and able to navigate travel booking systems efficiently and effectively
  • Lead by example representing the values of the business


  • Experience of working in the Travel sector
  • Experience of working in a customer services role 
  • Experience of complaints and escalated case handling 
  • Aptitude to seek a resolution for and with the customer 
  • Outstanding communication skills - Fluent English (Speaking and Writing)
  • Quick to learn
  • Work to tight deadlines with a can-do attitude

Additional Information

By joining our company, you will have the chance to:

  • Join a dynamic team in an inclusive-international environment
  • Grow thanks to the career journey and our internal mobility perspective
  • Manage your own schedule thanks to the flexible start and end of the working day
  • Work a shorter working week (36h) with a half day EVERY Friday 
  • Have dedicated focus time for learning, development and deep work on Friday mornings
  • Work partially or fully remote according to local laws
  • Benefit from employee discounts on travel
  • Receive 2 days off per year for the purpose of volunteering
  • Participate in amazing winter and summer corporate events