Working for a large Travel Company - As Customer Service Support Lead, you’ll be part of the UK support team and supporting customers using their travel technology software.

You’ll oversee incoming support tickets, manage escalations and lead the customer interaction from the support team while working closely with internal departments to improve the customer experience.

This is a hands-on role — you’ll still be involved in resolving customer queries while driving quality standards, performance, and continuous improvements regarding our customer communications.

KEY RESPONSIBILITIES:

Day-to-day customer support for UK users of the travel tech software.

Manage incoming support tickets, prioritising workload and meeting SLAs.

Own escalations and oversee complex cases through to resolution.

Provide hands-on support while maintaining high quality customer communication.

Take ownership of the customer journey and communications.

Work closely with internal teams to improve customer experience.

Identify trends, share feedback, and support continuous improvement across support processes.

KEY ATTRIBUTES:

Customer-first mindset – genuinely focused on delivering a great customer experience and clear solutions.

Excellent communication – clear, friendly and professional in both written and verbal customer contact.

Calm under pressure – able to manage escalations and challenging situations without losing focus.

Problem-solver – enjoys troubleshooting, investigating issues and finding practical outcomes.

Organised and proactive – able to prioritise effectively and stay on top of ticket queues and deadlines.

Travel Knowledge – comfortable and knowledgeable of the current travel industry.

Detail-driven – ensures accuracy, consistency and quality in customer responses.

Collaborative – works well with internal teams like Product and Tech to improve service and processes.

Improvement-focused – always looking for ways to improve support performance, knowledge and customer journeys.

EXPERIENCE REQUIRED:

Travel Industry experience – must have worked or currently work within the travel industry understanding the booking arrangement process

Travel Technology – Have experience working a travel booking system

Customer Service – Must hold excellent customer service experience and ability to work calm under pressure and problem solving

Working office based Monday – Friday 9am – 5,30pm (Occasional Saturdays on a rota basis with reduced hours in week when worked)

Send CV [email protected]

Please note : Only applicants that have the experience above will be contacted for this position