Ski Customer Service Executive FTC

Ski Customer Service Executive FTC Join our Ski Customer Service team to help customers enjoy unforgettable holidays, resolving queries, managing bookings and sharing your passion for winter sports and travel. Role Purpose Iglu Ski is the UK’s largest ski travel agency, helping thousands of customers find their perfect ski holiday each season. We’re passionate about skiing, the mountains, and delivering an unbeatable experience for our customers. We are currently seeking to expand our Ski Customer Service team, as the ski season is fast approaching. The successful candidate will ensure that our high levels of customer service are maintained. They will manage all aspects of customer bookings and enquiries from post-sale to post-holiday resolution. Experience in a similar customer service role or in the travel industry is preferable. Key Responsibilities: ● Answering customer queries by phone, email or live chat ● Resolving problems of customers on holiday ● Handling of customer complaints ● Liaising with tour operators ● Booking cancellations and customer amendments ● Ancillary sales and seeking up-selling opportunities ● Amending bookings in line with supplier changes ● Checking and sending tickets to customers ● Take payments from customers where needed ● To undertake any other duties or projects as required by your line manager, appropriate to your role. Skills and Experience: ● Strong verbal and written communication to ensure clear, professional interactions both internally and externally ● Comfortable using CRM systems, email, Google Docs, and booking platforms (training provided). ● Basic understanding of ABTA/ATOL regulations ● Organised, with the ability to work in a fast-paced environment and prioritise tasks ● A genuine passion for winter sports and travel. ● Good attention to detail. ● Ability to work independently and as part of a collaborative team. ● Fluent in both written and spoken English. ● Knowledge of the ski holidays and resorts we feature. ● A willingness to develop knowledge and skills. KPI’S: ● Email response time and quality scores ● Customer Feedback scores ● Call answer rate and call quality scores ● Workload per hour Department Ski Locations Homeworking , Portsmouth , Wimbledon Remote status Hybrid Portsmouth Wimbledon Why join Iglu.com? We might be online, but we're real people who want to make a real impact and work together to create the best experiences for our customers. We've grown a lot and have now created a diverse, flexible, rewarding environment that strives to let everyone be the best version of themselves. Our social calendar and regular educational trips mean that it is not all hard work. The social committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at Iglu.com. About Iglu.com Iglu is the UK's largest independent specialist cruise and ski travel agency. We pride ourselves on providing expert advice on the widest range of holidays at competitive prices. Founded in 1998 in London, Iglu has grown from a small startup to one of the country’s leading digital travel agencies. Our mission is to help people achieve their travel dreams. Iglu.com operates in the UK under the Iglu Cruise and Iglu Ski brands, as well as the Planet Cruise brand internationally. By offering more than 20,000 cruises and over 6 million ski holidays, no matter where you want to go or what you want to do, Iglu makes it easy and stress free with award-winning sales and customer support. Recent Accolades: Travel Weekly Agent Achievement Awards 2025 Winner: Cruise Agency of the Year (Large Agency) Winner: Online/Call Centre Agency of the Year Wave Awards 2025 Winner: Best Online Agent Highly Commended: Best Specialist Cruise Agent UK Cruise Awards 2026 (Carnival UK) Winner: Outstanding Contribution (Princess Cruises) Winner: Outstanding Contribution (Holland America Line) Winner: Outstanding Contribution (Cunard) Celebrity Cruises Travel Agent Appreciation Awards 2025 Winner: Above and Beyond Award