If you’re like us, you’ll love to travel and to help people. Put these drives together and you get an open and motivated team who’ll take problems and turn them into solutions, increasing customer satisfaction and helping to grow our business.
About James Villa Holidays
As part of Europe’s largest managed Vacation Rental Company Awaze, we are the leading UK beach villa specialist. We enjoy thriving in a strong growth industry boasting sizable customer demand growth as well as fierce competition from local and global competitors

We started off as one person – James Needham, who grew his passion for properties from his spare room 30 years ago into the UK market leader. Along our journey we realized that not everything that worked in the past will allow us to compete successfully today. As a result, we have been on an ambitious transformational journey upgrading our technology and processes. Our team spirit is one of hunger and ambition and we are eager to continue to improve what we do to serve our customers.
The Role
As a member of our Customer Support team, you will be dedicated to putting the customer at heart of what we do. Holidays are not just Monday to Friday – therefore we need to ensure we are on hand, 24 hours a day, 7-days a week, offering support and advice to our customers as and when they need it. 

This role will require you to connect with our customers before they travel, during their holiday and when they return. You will be the first point of contact for any changes customers want to make to their bookings, offering service enhancements wherever possible, tailoring these to the customers’ needs.
What you’ll be doing
This role will require you to multi-task, have exceptional levels of flexibility and a passion for providing a first-class customer service. You’ll work with a fun and lively team who are always prepared to go above and beyond, allowing you to become a multi-skilled expert in providing industry leading customer care.

• You’ll ensure a seamless post-booking to day of return travel experience for customers by managing and maintaining all travel arrangements. This involves managing customer bookings by adding extras and upgrades, making amendments and assisting with cancellations. 
• In this role you’ll work alongside our Marketing team monitoring and responding to social media enquiries and online reviews, including Facebook, Twitter, Feefo, Trust Pilot and Google. 
• You will be part of the Holiday Helpline rota, having front-line / first contact resolution responsibility for travelling Customers, Travel Agents and Overseas Suppliers. You will deal with incoming enquiries including emergencies, to ensure first-class customer service is always provided to all travelling customers.
• When things go wrong, we need to do what we can to make things right and recover the goodwill of the customer. You will make fair, reasonable, proportionate offers of compensation and gestures of goodwill to restore faith in our brand whilst at the same time understanding our legal obligations and the commercial impact to the business. 

Key skills we need:
We’re a team full of energy and with a passion for what we do, so it’s key that you’re enthusiastic, driven and keen to be part of a team. What else do you need in order to succeed in this role?
- We need you to be a clear communicator who has strong working relationships with team members at all levels of the business.
- Excellent spoken & written communication skills (confident communicator in both verbal and written forms).
- A true passion for customer service and ideally in-depth knowledge of all aspects of the customer-facing areas of a travel provider (Operations, Overseas, Call Centre, Customer Service etc.) would be of benefit. 
- The ability to remain focused in a high pressured, sometimes challenging, environment. 
- Ideally, you’ll have had some experience of working within leisure/travel
- A healthy knowledge of world geography.
- User level understanding of Customer Support related IT systems such as Zendesk, Salesforce, MS Office (Office, Word, Excel) is beneficial.
- Consumer Law relating to the Travel Industry (Package Travel Regulations) a bonus.
- ABTA Code of Conduct knowledge a bonus.

Equally as important as all the technical “stuff”, we’re looking for someone who is hungry to learn, irrespective of their seniority. We don’t believe in standing still (we work in travel, after all), but instead think that everyone should be learning, all the time. Whether it’s a new analytical tool, an industry event or a mentoring opportunity, we will support you to grow your skillset.
If you’re excited by working in a fast-paced environment, are obsessed by all things customer and want to join us on our journey, we’d love to chat.
What we’ll give you
- This is an opportunity for you to join us at a pivotal point in time as we invest in our future
- You’ll be joining a team of genuine, passionate people
- You’ll have the freedom to decide on the best way of working to get the job done. We work cross-functionally, so you’ll be given opportunities to develop skills outside of your core skillset.
- You’ll be an integral part of a team which will deliver growth, and who doesn’t want that?
We offer a great salary and fantastic benefits; we’re all about holidays, so we practise what we preach and offer some great travel discounts.
· Live your passion. We are in the business of travel and hospitality, and we love it. At Awaze you’ll be able to help create memories of a lifetime for our owners and guests. And for yourself as well!

· We are market leaders. We are proud to be the leading managed vacation rental player in Europe. We operate well-known brands with a strong heritage in over twenty countries and have more than 100,000 holiday accommodation choices.

· We have something for everyone, and everyone has a part to play. Whether you care deeply about service, are interested in business development or want to be at the cutting edge of machine learning, our business covers a range of functions that will keep you challenged and help you grow. We work together as a passionate team to provide an excellent guest and owner experience.

· You can make a difference. Our industry is changing rapidly, and the future is all to play for. Being part of AVR means being an integral part of evolving and improving the world of vacation rental.

· We care about the guests, owners and team members that work with us. We are an inclusive organisation that embraces diversity. We are flexible and agile. We are committed to providing a collaborative and inclusive workplace where you can realise your full potential.

· We offer a great range of benefits such as a Perkbox membership, corporate Electric Vehicle scheme, travel discounts and more.

What else do you need to know?
We want to make the application process as stress-free as possible, so typically we’ll have an informal chat with you on the phone, followed by a comprehensive interview in our office, where you’ll have a chance to find out a bit more about the exciting things we’re doing (and maybe tell us what we’re doing wrong). We want to hear about your favourite (and least favourite) experiences, what makes you tick and why.
We believe in equal opportunities and aim to create a team that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.