Contact Centre Agents

Contact Centre Agents

Salary: £23,400 (£12 per Hour) + Benefits + Profit Share Bonus Scheme

Permanent Contract - Full-time and Part-time hours available

2nd December Start Date

Office based at the HX Campus in Newingreen, Hythe, Kent

At Holiday Extras, we sell everything but the holiday. Using innovative technology, we provide great value travel extras and UK Breaks, with an unrivalled experience to over 8 million travellers a year. 

With over 40 years' experience, there's nothing our team of travel experts don’t know about taking the hassle out of organising a holiday at home or abroad. Our Contact Centre is key to delivering the fastest, smartest and most personal service in travel.

We’re looking for customer-focused people to join our Insurance team and become experts at helping our customers find the best products and services that make travelling easy, simple and fun. We’re searching for diverse perspectives and big ideas from people who are curious and keen to learn!  

The Role

By joining our team you’ll:

• Use your excellent rapport-building and listening skills to quickly connect our Insurance customers with products and services that enhance their holiday experience.
• Be the voice of Holiday Extras, talking to our customers over the phone. Strong, adaptable and empathetic communication skills therefore are a must.
• Become a product expert and brand ambassador, developing in-depth knowledge of our range of products and services from medical policies to gadget cover.
• Receive full training and support from our dedicated Contact Centre Trainers. Starting with a 3-week induction programme, designed to give you the knowledge and confidence you need to be successful in the role. Followed by weekly 1-to-1 coaching and mentoring to support your continual development. 
• Learn and use cutting-edge tech, including your own Apple Macbook from day 1, as well as access to the Google Workspace suite and other apps. If you’ve never used these before - we’ll show you how.
• Be part of a supportive, thriving, ‘be one team’ environment where our values are embedded - we celebrate success together with our Group Profit Share Bonus Scheme, as well as enjoying our famous culture with seasonal events such as parties and BBQs. Learn more about our unique culture here.   
• Enjoy a world of benefits including 25 days holiday, your birthday off, enhanced parental leave, pension, life assurance, discounts for cinema tickets and high street retailers, cycle to work scheme. 
• You will have access to our wellbeing benefits - we offer a free employee assistance programme - enhanced after 4 years to private medical insurance and health screening, discounted gym membership, holiday buy scheme. And our in-house network of trained mental health first aiders who are on hand should you need support.

Prior contact centre experience is not necessary although we’re ideally looking for people who:

• have previously worked in a customer-facing role
• thrive in a fast-paced environment 
• have a great attention to detail
• care about providing an effortless experience to our customers
• have no trouble multitasking 
• Want to grow their career or take on a new challenge

FYI: there are service targets associated with the role but you will be given all the training and support you need to help you achieve these. 

This is the perfect chance to start your career with us, learn new skills and enhance your existing ones. No matter where you are in your career you’ll be joining an awesome team of experts - all here to support you and help each other deliver a world-class service to our customers.

Hours 

Our aim is to be as inclusive as possible, we welcome full-time and part-time candidates who can work shifts to meet the needs of our customers. This will include weekends and evenings.

On a full-time basis, you would work 37.5 hours per week, being scheduled for shifts across our opening hours (Monday - Friday 8am-8pm & Saturday and Sunday 9am-5:00pm)

If you’re looking for part-time hours you’ll need to be available to work your contracted hours across 4 days of the week, specifically 3 weekdays and 1 weekend day. 

You will need to be able to attend a 3-week full-time induction regardless of your contracted hours. Don’t worry, you’ll be fully paid for this. It is super important as it has been purpose-built and designed to give you the knowledge and confidence you need to be successful in the role. 

Rotas are given out 4 weeks in advance so you have plenty of time to plan ahead and enjoy your free time. 

How we hire for this role

If we believe you might be a match for a job you’ve applied for, you’ll enter our hiring process as follows:

• Initial telephone call with a member of our recruitment team so we can get to know you a little better.
• Visit our Kent campus for a few hours to see what the job entails. This will be an amazing opportunity for you to see what the role is like and to make sure Holiday Extras is a good fit for you.
• You will also have an interview during your visit which will be with two of our Contact Centre Team Managers. This normally takes around an hour and will be held in person. It’s a great opportunity to find out even more about the role and for us to learn more about your skills and experience and what you can expect working with us. 

Cultivating a diverse and inclusive culture is paramount for us. 

As part of this, we have designed our hiring process so you can be comfortable to confidently convey your strengths and who you are. 

Recognising we are all different, if for whatever reason you need us to adapt the process, please get in touch via [email protected].

Why choose Holiday Extras?

We’re on a mission to create extraordinarily easy holiday extras. We’re building an AI-powered experience that simplifies every aspect of planning and managing your trip, turning our customers’ needs, wants and dreams into reality. 

At Holiday Extras we’re creating a workplace where everyone can thrive. A place where you can build your career and reach your limitless potential, supported by a community of experts to help you get there. Not only can you learn from us, but we can learn from you as you bring your unique experiences and knowledge into our team to help us grow together and transform how our customers travel. 

Learn more about us here.