Duties

Supporting customers by phone, live chat and email throughout the season Helping before, during and after trips, from pre-departure questions to in-resort issues Staying calm during live disruption and owning problems until they're solved Learning our products and systems quickly  Owning your performance metrics: response times, satisfaction and resolution rates Pitching in wherever the team needs you Sharing ideas to help us improve. Many of our best fixes come from the people talking to customers.

Skills and Experience

Customer support experience. You've solved real problems for real customers, and you care about doing it well Resilience. Tough conversations happen. You reset, ask for support when you need it, and keep showing up with empathy Genuine care. You actually want to help people. It's just who you are Speed. You learn quickly, ask good questions, and pick up the phone on the second ring A pitch-in attitude. You spot what needs doing and get it done Availability to work weekends and bank holidays.

Hours 

20

Hourly Rate

Pro rota salary of £26,500

Location

Bristol

Application procedure

TA Screen (30 mins) with Luke, our TA Lead Onsite Interview (90 mins) with Victoria (Customer Support Manager) and a Customer Support Team Leader. Culture interview (30 mins) with  Alexander (Co founder). Please email luke.watts@heidi.com for more information.

Closing date 

04/10/2026

Make sure you mention the JobShop when applying!