Customer Service Advisor

Permanent | Full-time or Part-time

Location: Norwich
Contract: Permanent
Hours: Full-time or part-time opportunities available
Work pattern: 5 days per week, Monday to Sunday
Shifts:
Full Time (Flexi): 5 days per week, 7.5 hour shifts between 9:00am – 9:15pm (rota provided 8 weeks in advance)
Part Time (Evenings & Weekends): 5 days per week, 4 hour shifts

Create memorable holiday experiences, one conversation at a time

Do you enjoy helping people and get real satisfaction from making someone’s day a little brighter? If you’re passionate about delivering great service and enjoy working in a fast-paced, people-focused environment, we’d love to hear from you.

As a Customer Service Advisor, you’ll be the friendly voice on the phone and the reassuring message in someone’s inbox. You’ll support our guests and property owners across the UK, answering booking queries, sharing stay information, offering guidance and resolving issues quickly and kindly. Your focus is to create a smooth and positive experience for every customer.

Who we are

We are Travel Chapter, the holiday home people, on a mission to showcase great places to stay across the UK. From cosy cottages to coastal retreats, we connect guests with memorable stays while supporting property owners and local communities.

We’ve grown from a small South West agency into one of the UK’s market leaders, while keeping our family-feel and people-first approach. As a certified B Corp, we are committed to balancing profit with purpose and doing what’s right for our people and places.

We value curiosity, care and collaboration. We empower our teams to explore ideas, be themselves and keep learning. Things don’t always go perfectly, but we take responsibility, learn from experience and always aim to do the right thing.

We’re proud to be an inclusive organisation. If you require any reasonable adjustments for your interview, please let us know and our People Team will be in touch.

What you’ll be doing

• Supporting customers by phone and email

• Helping guests plan and enjoy their stay

• Providing reassurance, information and resolutions

• Sharing knowledge and guidance in a calm and friendly way

• Working closely with teams across the business

• Recording information accurately and following internal processes

What you’ll bring

• A warm and friendly communication style

• Confidence speaking and writing clearly

• Patience, resilience and a positive attitude

• A natural problem-solving mindset

• Ability to work calmly under pressure

• Customer service experience is helpful but not essential, as full training is provided

What you’ll get

• Comprehensive training and ongoing support

• A friendly and collaborative team environment

• Clear career development and progression opportunities

• 25 days holiday plus bank holidays, increasing with service

• Paid volunteering days

• Holiday discounts across our brands

• Wellbeing support and a range of employee benefits

Ready to start your next chapter?

If you’re excited about delivering brilliant customer experiences and want to be part of a team that genuinely cares about people, places and doing the right thing, we’d love to hear from you.

Apply today and help us create exceptional holiday moments for our guests and property owners across the UK.