Customer Support Specialist

With offices in the UK, Europe, USA and South Africa, we are a fast-growing Travel Management Company. We are proud, passionate and mindful in our work and about what we do, and we hold these as our Company Values.As leaders in the Charity, Academic, Humanitarian, and Not-For-Profit sectors, we provide dedicated support to our clients to help them fulfil their missions to make a difference. Our Diversity Study Trips (DST) division specialises in educational group travel, working in partnership with Colleges, Universities and other education providers, to tailor bespoke study experiences and travel itineraries to inspire students outside of the classroom.It's an exciting time to come and join us!We are looking for multiple headcounts of Helpdesk Support Executive to join our Online Team to provide outstanding customer service and helpdesk support to our clients. Carrying out tasks to help streamline and improve existing and new business processes by working closely with our Product team to ensure accurate completion and processing of bookings made online. Some of the key tasks will include:Providing technical support to customers via the Helpdesk, Phone and Chat channelsAdvising on issues related to processes and escalating more complex tasks to relevant second level teamsConducting system/technical training with new customers, advising how to complete bookings and troubleshooting where applicable.Quality checking online reservations, including web fares, scheduled carriers, rail bookings and hotel bookingsFulfilling all reservations in our internal booking management systemProviding feedback to Product Team following new software releasesJob requirements:Professional, polite and welcoming telephone presenceExcellent written and verbal communication skillsDemonstrable self-motivation and personal disciplineAbility to achieve targets and meet deadlinesWillingness to learn and developPreferable GDS experience (training will be provided)In return you’ll receive some fantastic benefits:Salary up to £25.4k plus OTE bonus £750 per annum (pro-rata for FTC)Excellent opportunities for progression in a fast-growing company31.5 days holiday (inclusive of bank holidays), rising to 32.5 days after 12 months of service; pro-rata for the FTCOption to buy or sell additional annual leaveHealthcare Cash PlanPensionLife AssuranceSeason ticket loanDiscounted staff travelCycle to Work SchemeIf you are interested in the Helpdesk Support Executive role and meet the criteria above, please get in touch with us and discuss further. This is a UK-based hybrid role (3 days in the office), and we're offering 3 different shift patterns for permanent and 3-month FTC:UK core hours (for both permanent and FTC): 8:45 am - 5.30 pmUK evening hours (remote working): 1.45 pm - 10.30 pmUK (German-speaking): Monday-Friday 7 am - 3.45 pm for 1 week, 8 am - 4.45 pm for another week and rotates on a fortnightly pattern.All the above working pattern (except for FTC) will involve 1 weekend shift (either Saturday or Sunday) in every 4 weeks with day off in lieu midweek.We are committed to supporting flexible working, where feasible, in alignment with the requirements of the role and the business.Please visit our company LinkedIn page to learn more about us and what we do.PASSIONATE - We’re driven to help make the world a better place, creating dynamic partnerships with our customers and an environment for our people to thrive.BOLD - We embrace innovation and challenge the status quo to deliver outstanding results.MINDFUL - We prioritise sustainability, ethical practices, and responsible travel, ensuring that our service leave a positive and lasting impression.

Created: 2025-08-01