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hackajob is partnering with loveholidays to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
Why loveholidays?
At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.
Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.
You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.
About the Team
Our mission is to be Europe's most loved, and this role will be crucial in contribution to that mission!
Holidays should be stress-free, right? That's where you come in! You'll lead our awesome On Holiday Support team, a remote group dedicated to helping our customers when they're away. We might not be in their hotel with them, but we're just a call or message away.
You'll be making sure everything runs smoothly for our customers while they're on holiday. We're looking for someone who's not afraid to suggest changes and continually make our customer journeys even better. Basically, you'll be the holiday happiness guru!
We might not be on location, but we're experts at fixing problems from afar by using our awesome tech and strong local connections to get things back on track for our customers.
The impact you’ll have
As a key member of the Customer Service team, reporting directly to the Senior Operations Manager, you will take ownership of both the internal and outsourced operations within the On Holiday Support function. You will be responsible for the voice, live chat and tickets/email channels, driving impact in the following areas:
Empower the team to deliver amazing customer outcomes when things go wrong: We know from time to time that things will go wrong, so you will create, develop and drive a team of highly motivated, highly skilled and completely empowered people to fix issues quickly and appropriately.
Work with suppliers to create a seamless experience: Working with our suppliers will be key to the success of the department. We are a market place, and that means we need strong relationships with our suppliers to make this a seamless experience for our customers
Create a customer experience that our customers love: You will see first hand the challenges our customers face, so will have the insight and ability to make real and lasting changes in the way we handle our customers experience while on holiday.
This role will be responsible for ensuring that we drive the highest of standards across all of these channels, ensuring not just speedy but also high quality resolutions.
Strong people and supplier management will be central to the success of the role, and ensuring that everyone feels both engaged and part of the journey is paramount.
We are a data driven organisation, so having the ability to analyse and interpret insight, then make it actionable, is a key element to the role.
This hybrid role, based in Hammersmith, London (two days a week in the office), includes occasional overseas travel to South Africa, to engage directly with our offshore team.
Key Responsibilities:
Operational Excellence
Lead the On Holiday Support teams to achieve and exceed KPIs, including CSAT and Service Level commitments
Analyse performance metrics (daily/weekly/monthly) to identify areas for improvement and implement corrective actions
Continuously monitor and refine processes, ensuring they are documented, controlled, and optimised to address customer needs effectively
Supplier Management
Working closely with our supplier, you will own the performance delivered through our outsourced partner, holding them to the same high standards that we hold ourselves.
You will be responsible for ensuring that the right governance is in place, and that loveholidays is supporting our partner to achieve our shared objectives.
Cross-Functional Collaboration
Take a lead role in identifying and resolving disputes with Finance and suppliers by analysing root causes, implementing effective solutions, and providing actionable feedback to drive continuous improvement across departments.
Collaborate closely with all internal and external functions, to ensure they receive accurate and timely pre-departure information, enabling our customers to have a seamless and worry free on holiday experience. This involves analyzing customer behaviour, identifying trends, and proposing strategies to minimize inbound contact and drive automation where possible.
Challenge existing processes, driving innovation and efficiency improvements to better serve customers
Team Leadership
Motivate, guide, and drive high performance within a culturally diverse team of agents, fostering an inclusive, engaged and collaborative environment
Act as the go-to leader for On Holidays Support, providing strategic guidance, answering queries, and offering regular updates on progress
Customer Advocacy & Problem Solving
Act as a customer advocate, identifying and resolving friction points in the customer journey and various internal processes
Champion customer-centric practices, ensuring every interaction enhances the customer journey
Be Data Driven
Ensure that decisions and proposals are based on facts with data, not just feelings.
Empower your team through supporting their data literacy.
What We’re Looking For:
Operational Expertise
Experience in driving teams to hit performance targets around service performance and margin retention
Problem Solving & Decision Making
You’ll have a data driven and analytical mindset with experience using data to identify root causes, drive decisions, and improve operational outcomes
Ability to remain calm in a fast paced working environment and make sound decisions that align with business and customer goals
Solution focused with a curious mindset
Customer Focus
Provide escalation support for issues raised by customers and agents to effect positive outcomes for the customer and business
Deep commitment to customer satisfaction with a passion for improving the customer journey.
Highly empathetic and focused on delivering quality resolutions that drive customer loyalty
Relationship management
Strong stakeholder management skills with the ability to build productive relationships across internal teams and external partners
Leadership & Collaboration
Ability to inspire and motivate teams, both directly and indirectly, to achieve exceptional results
Experience managing competing priorities, and driving delivery through others
Excellent communication skills, including the ability to prepare and present insights to share across the business
Highly Desirable
Cross-Cultural Competence
Experience working with offshore contact centres and supply partners, with the ability to lead and collaborate across cultures.
Skilled in fostering inclusivity and understanding cultural nuances in global team dynamics.
Operational Expertise
Proven experience in customer service operations, with a strong understanding of process management and best practices
Demonstrated success in optimising workflows, streamlining operations, and improving productivity.
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:
Screening interview with Talent Acquisition team
Interview with Hiring Manager + 1 other Manager (TBC) - 60 mins
Final interview with Hiring Manager + Head of Customer Services - 45 mins
hackajob is partnering with loveholidays to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.