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Job Title: Out of hours - Leisure (Part-Time, Work From Home)
Location: Remote (Work from Home)
Employment Type: Part-Time (Out-of-Hours Shifts)
Pay: £13 to £15 per hour
Weekly Hours: Approx. 17 hours, based on a 4-weekly rotating schedule
Are you a customer service professional who excels at supporting travelers and resolving urgent inquiries? Our company is seeking an Out of Hours Consultant to act as the main point of contact for customers in-resort, assisting them with queries and resolving urgent issues related to flights, car hire, hotels, transfers, and more.
This is a part-time, remote role that plays a crucial role in providing support outside of standard office hours. You will work a 4-weekly rotating schedule averaging around 17 hours per week, including weeknights and weekend shifts, supporting passengers at key moments in their journey.

Shift Details:

Weeknights: 5:00 pm to 10:00 pm
Weekends: Shifts between 9:00 am - 3:30 pm or 3:30 pm - 10:00 pm

Key Responsibilities:

Act as the main point of contact for customers in-resort, assisting with a range of queries and issues related to travel services, such as flights, accommodations, transfers, and car rentals.
Respond to urgent customer inquiries via email and phone, delivering prompt and professional assistance.
Ensure all interactions are conducted in line with company standards and industry regulations, including the ABTA Code of Conduct and ATOL license requirements.
Handle time-sensitive schedule and product changes, accommodating client needs quickly and efficiently.
Maintain a calm, positive approach in challenging cases to protect the brand's reputation and ensure customer satisfaction.
Work closely with the Customer Service team to handle cases that extend beyond regular office hours.

Person Specification:

Exceptional Customer Service Skills: Commitment to delivering high-quality support for urgent customer needs.
Strong Communication: Professional and clear verbal and written communication is essential.
Highly Organized: Ability to manage a workload independently, prioritize effectively, and maintain attention to detail under pressure.
Problem-Solving Mindset: Pragmatic approach to resolving complex issues efficiently and empathetically.
Self-Sufficient: Confidence working independently and making decisions in line with company standards.
Empathetic & Positive: Demonstrates empathy, patience, and a solution-focused approach to every customer interaction.

Benefits:

Flexible Remote Work: Enjoy the convenience of working from home while supporting travelers worldwide.
Competitive Pay: Earn £13-£15 per hour with a rotating schedule that balances work-life flexibility.
Meaningful Impact: Help customers overcome travel challenges and create positive experiences during critical moments.
Industry Training: Resources provided to ensure adherence to ABTA and ATOL standards.
If you're ready to provide essential support to travellers when they need it most, please apply with your resume and a brief cover letter detailing your relevant experience.

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We grow our business through referrals, so please don't keep us to yourself. If you think we're doing a good job and know of someone who would benefit from our services, please pass on their name and number to me and I promise we will follow it up. Many thanks.

C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit