The role

The Customer Service Assistant is the first point of contact for customers.

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The customers that we support are predominantly owners of camping sites and luxury glamping sites with whom we have a good long-term relationship, and who benefit from the relationship – it is vital to maintain our reputation of outstanding customer service! We also help customers looking to book their ideal camping holiday

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As we are a small team it is essential that the successful candidate is flexible, happy to ‘muck-in’ and support the rest of the team. This role is based in our office in Birmingham and is 40 hours a week with a salary of £20,000

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Key Responsibilities

After full training the role will involve:

• helping new customers to set up their accommodation listing/booking system

• providing ongoing support via email and phone to campsite owners on the booking system – answering queries, providing solutions to booking system issues

• providing assistance to campers who are looking for their perfect holiday, and helping to resolve issues between them and campsites if there have been problems

• processing complaints and issuing refunds where appropriate to ensure the customer’s experience is positive

• providing tutorials to potential new customers, demonstrating the features of the booking system and responding to their queries

• assisting the technical department with testing updates for the website as well as giving feedback and suggestions for improving the system

• supporting the Customer Service Manager and the Account Managers

• adhoc admin duties as required

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You will need to have the following

• No experience in booking systems is required as training will be provided on Bedful, our booking system, but you must be computer literate and able to quickly learn a new system.

• A minimum of two years office-based customer service experience is required.

• As we pride ourselves on, and have a reputation for exceptional customer service, we are looking for someone who can competently demonstrate these skills:

• Communicating competently with campsite owners and customers, with a bright, friendly telephone manner,

• Using initiative to effectively diagnose issues, and react to and cope appropriately with customers, satisfactorily resolving their issues. We do not adhere to a ‘script’ so this is essential.

• Think quickly and creatively to resolve problems

• Maintain and nurture our existing customer relationships, put the customer foremost in the relationship and ensure their contact with us ends positively

• Remain patient, calm, polite and resilient in difficult or stressful situations

• Prioritise effectively to meet deadlines

• Pro-active, enthusiastic, organised, able to contribute to the team as well as take responsibility for their own workload,

• Interested in travel/the outdoors.

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About Us

Tripadee started life in 2006 as Punk Publishing, publishing the Cool Camping series of guidebooks, and has since grown to become an online travel agency with a portfolio of businesses including coolcamping.com, coolplaces.co.uk and glampingly.com. Our online booking system, Bedful helps hundreds of accommodation providers fill their beds by taking instant online bookings.

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Full-time, Permanent

Salary: £20,000/year

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How to Apply

If you would like to apply, please send a covering letter and CV to Catherine Greenwood at enquiries@tripadee.co.uk or apply via LinkedIn.

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Please note: We are unable to sponsor visas and applicants must be able to work full-time in Birmingham, UK.