Customer Service Advisor
Multiple vacancies available (3 roles)
Location: Keswick or Windermere
Salary: £24,784.50

We’re looking for Customer Service Advisors to join our Customer Service team, supporting our customers during the key moments of their holiday journey. This role is focused on creating excellent first impressions and delivering a consistently high standard of service from booking through to return.

The role
As a Customer Service Advisor, you’ll help customers book their holidays, provide helpful and accurate information before they travel, and offer support during their stay if needed (this is rare, but when it happens, your support really matters).

You’ll communicate with customers across multiple channels including telephone, email, live chat and social media, and you’ll be fully trained to handle a wide range of queries within a supportive team environment.

We offer flexibility around working days across Monday to Sunday, and we’re happy to discuss different working patterns with candidates during the application process.

What you’ll be doing

• Delivering a fantastic customer experience in line with our customer service principles

• Understanding customer needs and matching them with the most suitable property and location

• Supporting customers with bookings and enquiries about upcoming holidays

• Creating positive, memorable customer experiences at every interaction

• Negotiating holiday prices with customers and owners when required

• Guiding customers with questions about accommodation and destinations

• Supporting customers while they are on holiday where assistance is needed

• Investigating and resolving customer issues in a calm, sensitive and professional manner

• Communicating effectively across phone, email, live chat and social media

• Identifying and raising opportunities for product or service improvements

• Keeping accurate records of customer conversations

• Taking ownership of your continuous personal and professional development

• Being flexible to support the wider team and business when required

What we’re looking for

• Excellent interpersonal and communication skills

• Strong attention to detail

• Confidence to approach and manage challenging conversations diplomatically

• Negotiation and influencing skills

• A customer‑focused mindset with a genuine desire to help

• The confidence to challenge constructively when appropriate

Desirable but not essential

• Previous customer service experience, particularly in a contact centre or telephone‑based environment

Our customer service principles

• Take ownership and focus on what the customer truly needs

• Resolve queries as quickly as possible – nothing should be too much trouble

• Use clear, user‑friendly language (no jargon)

• Treat our customers how we would want to be treated ourselves

• Raise and own improvements where things could be done better

This is a great opportunity for someone who enjoys helping people, problem‑solving, and being part of a supportive team dedicated to delivering outstanding customer experiences.