Customer Solutions Advisor

**Who we are**

Hola

Were On the Beach. Theres over 500 of us, mostly at home, and sometimes in our office in Manchester.

We send nearly two million people on holiday every year (not together) and were expecting to get to three million pretty sharpish. Why? Because were the only holiday company who truly gets why going on your jollies is the most wonderful time of the year.

With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, were challenging existing players and redefining how customers book, manage and experience their holidays.

On the Beach Group plc is one of the UK's largest online beach holiday retailers, with significant opportunities for growth so our storys only really just begun

We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story.

You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans.

We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA.

**What youll be doing**

We have a fantastic opportunity for a Customer Solutions Advisor to join us at On the Beach The salary for this position is £23,500 - £24,500.

As a Customer Solutions Advisor your responsibilities will include:

- Liaise with key product stakeholders and collaborate with them to design effective interactions in accordance with internal procedures and company policies, ensuring chatbot interactions reflect our values and customer service standards.
- Understand automation rules & operators, back office, and ticket systems.
- Manage and maintain current chatbot skills, intents, and utterances to continuously optimize the channel, improving the customer experience and reducing unnecessary contacts into the call centre.
- Analyze chatbot flows and content to identify and implement improvements that will reduce contacts into the customer service team.
- Develop and implement new automations in both chat & ticket workflows.
- Stay up to date with the latest industry trends to ensure we deliver world-class customer service across our customer touchpoints and communication channels.
- Analyze customer communications to identify improvements across the full customer journey to enhance how customers self-serve for basic queries, reviewing content, language, and processes to simplify their experience.
- Build out the customer knowledge base based on these findings and keep it updated with changes.
- Troubleshoot issues and provide technical support to end-users as needed.

**About you**

Youll be a great addition to our team if you can bring the following skills:

- Experience in effectively prioritizing, planning, and organizing your own workload.
- Strong logical thinking, analytical skills, and the ability to use data to drive decisions and feedback results. Excel skills (data visualization dashboards, formulas, pivot tables) are required.
- Insight/experience using ChatBot technology to reduce customer contacts. Experience with Freshworks/Zendesk solutions is a plus, as well as understanding of JSON for API integrations.
- A passion for customers and their experience, from booking their holiday to hitting the beach.
- The ability to transform the needs of customers and stakeholders into actionable solutions.
- The ability to work well under pressure and be adaptable to change.
- A quick learner, confident in working with new systems.

**What to expect from our interview process**

We will have a two-stage interview process for this position that will consist of a first stage Microsoft Teams interview and a second stage interview at our Aeroworks office in Manchester City Centre.

We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process, please let the Talent team know and they will be happy to assist.

**Ways of working**

This role is full time hours, 37.5 hours per week. We offer hybrid working, youll be in the office 2 days per week and working from home 3 days per week.

During your induction period you will be required to work from our amazing Aeroworks office in Manchester, this is to make sure you have all the support you need during the start of your journey with us.

**Our benefits**

We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include:

- 25 days holiday plus your birthday off
- Generous discount on holidays plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Bea