Customer Care Executive

Location London
Flex Type Hybrid
Role Basis Permanent
Salary £22k per annum + bonus
Company Love Home Swap

The opportunity (hint: it’s brilliant)

Love talking to people? Looking for a fun part-time role that you can fit around your home commitments? And keen to join a team who are passionate about helping customers enjoy amazing holidays? Then look no further, you amazing customer service supremo! This is an amazing opportunity to take on a role with flexible hours in an award-winning business. We also happen to be really friendly. Communicating with our members via email and phone, you’ll help them arrange gorgeous home swaps around the world, iron out any problems they’re having, and charm new members into joining us. You little superstar.

Who we are

At Love Home Swap we’re on a mission to transform the way the world travels. With thousands of members worldwide, we connect like-minded home lovers with beautiful properties in a host of desirable locations across more than 100 countries. That’s right people, we’re global and we’re not afraid to shout about it.

We’re a members-only home swapping platform that’s based on a super simple idea. Members choose a home they want to stay in, make the swap either directly with another owner or through a clever Points system (so that they can travel where they want, when they want), and then enjoy amazing home-from-home holidays – all for the outrageously low cost of our annual membership! From spacious beachside apartments and stylish city boltholes, through to private country retreats and idyllic family villas, there’s literally something for everyone.

Well-established with a parent organisation behind us (Wyndham Destinations, a US listed business), but a start-up mentality and the support of a really cracking team, we’re pretty proud of what we’ve achieved so far. In our opinion, we’re the best home swapping organisation in the world – and we’ve got the awards to prove it – and our people simply love their work. Even a pandemic couldn’t hold us back. Now our members are raring to throw themselves into creating unforgettable travel memories again, and our Swapstars are ready to bring their ideas to life. We couldn’t be more excited about the juicy projects we’ve got up our collective sleeves, and you could be part of this journey.

In a nutshell…

We’re seeking an energetic Customer Care Executive to join our vibrant Customer Care team. The remit of this team is really simple, but really important – they provide excellent care and support for our members, and in doing so, they drive the success of the business. We’re looking for someone who is both professional and personable, who will bring lots of initiative to the role, and who will be willing to lend a helping hand wherever it may be needed in the business. Having confidence on the phone is absolutely essential, as you’ll be chatting to our members about how we can help them plan an amazing home swap, and you’ll be great at upselling the dream of home swapping to help us acquire new members, so any soft sales skills you have would be advantageous. Best of all? It’s really lovely talking about exotic destinations, holiday ideas and beautiful homes with people who are excited about their next adventure – and when things aren’t going according to plan, you’ll be their hero when you save their holiday plans.

The nitty gritty of what you’ll be doing. You will:

Support members around the world in planning unforgettable holidays.

Think of this as the ultimate concierge role. Whether you’re assisting members with finding the perfect home for their stay, or making alternative suggestions if no exact match can be found for their desired destination, you’ll help them secure a really great holiday.

Help us seal the deal by getting potential members commit to a free trial, and then a paid membership package.

Use your time management skills and tenacity to help new and potential members with their questions on how home swapping works (don’t worry, it’s a pretty simple process and we can share this knowledge with you!)

Bring a proactive and adaptable approach to the role. Our Customer Care Executives are always ready to take on a new challenge, as the very nature of the travel sector means that we work in a rapidly evolving environment – which means you’ll never have time to be bored!

Keep an eye on our customer reviews page, and monitor our social media channels so that you can pounce on any queries. We like to be helpful!

To make the most of this challenge, you’ll need:

Previous experience of working in a customer-facing position, so you’ll be able to turn a negative into a positive. Which loosely means you’ll be passionate and dynamic, smart and a results-focused independent thinker. In other words, you’ll love delivering knockout levels of customer satisfaction.

To be social media savvy, with the ability to respond to social media questions in the right format.

A genuine desire to grow in our amazing customer care team. We want you to develop your skills and career with us, so you’ll be a hard-working team-player, and you’ll bring a can-do attitude to every challenge. No problem is ever too big for our brilliant team, so you’ll take pride in coming up with innovative solutions to every issue.

The ability to multi-task and juggle many projects at the same time – and of course, you’ll be happy to jump in and help your teammates when they need a little extra support too.

Brilliant verbal and written communication skills, and you’ll be tip-top at influencing people too.

 What are we like to work for?

We’re fun and we don’t waste time umming and aahing. As a scale-up technology and travel business, we think fast, change fast and learn fast.

We’re open and honest. We encourage input from everyone at all levels, and we appreciate that the best ideas come from true collaboration.

We’re customer-focused and results-driven. We love our members, and they love us. So we’re passionate about always delivering value to them, and to the wider business.

We’re supportive – and we’re a true team. We nurture our people, and career and learning development are key to our success.

What are our values?

Have fun.

Make waves!

Keep it simple.

And that’s it.

We’re a great company to work for. Our team are the nicest people you could wish to meet. And we’re really good at what we do. Ready to put your career on an incredible trajectory? Then get in touch pronto!

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