Ski Customer Service Executive FTC

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