Job description
Want to work with an award-winning and quickly expanding company? We’re a travel site, making it a doddle to book camping, glamping, and caravan sites all over the world, with over 5,300 to choose from.
We are now recruiting to expand our Customer Service team, and we are looking for technically-minded customer service candidates with strong B2C experience who would like to join us on a fixed-term basis. We are looking for individuals who love to provide first-class customer service both B2C (holidaymakers) and B2B (campsites).
You will:
- Give our holidaymakers excellent service via email, phone, and online chat before, during, and after they make their bookings. This could range from answering questions on bookings to sorting out any problems.
- Talk regularly to our campsite managers via email and phone, helping them with queries and being the first point of call if they need help.
- Troubleshoot technical queries about our website/portal and integrations to resolve them with speed and precision.
- Amaze holidaymakers and campsite managers by providing swift and efficient responses to queries of all kinds across multiple channels.
- Act as a problem solver, resolving issues rapidly and identifying ways to improve performance and service delivery to holidaymakers and campsite managers. You will contribute to the growth of the business by maximising all inbound sales opportunities.
- Solve both routine problems and complex enquiries and issues.
- Handle complaints.
- In the low season, you will support automation and efficiency projects alongside delivering customer support.
Given the booking patterns of holidaymakers, the role will require some evening and weekend work on a shift basis during peak season, and candidates should be able to work for at least 40 hours per week.
We would also love to hear from any individuals fluent in English and any/all of the following languages: French, Spanish (in that order).
Please note that this role is home-based in the UK. Pitchup will provide all necessary working equipment, but you will need a reliable internet connection and a secure, quiet place to work.
The candidate:
- It is vital that you demonstrate that you have experience in providing multi-channel customer service, ideally providing support via online portals.
- Previous experience of working within the travel/e-commerce/marketplace sector would be ideal.
- Excellent written and spoken English, and fluency in either French, Italian, or Spanish would be advantageous.
- Strong technical ability to troubleshoot and resolve technical issues.
- Is meticulous, flexible, and able to take ownership of enquiries.
- Has an organised, methodical approach with an eye for detail.
- Is internet savvy with the ability to learn new technologies and terminology quickly.
- Has general administrative skills, as well as experience within a customer-facing sector.
- Is focused on customer needs, identifying the root cause of any issues, and rectifying errors.
- Is switched on, enthusiastic, and enjoys being busy and learning!
- Expert troubleshooting and problem-solving abilities with an eye for detail.
- Confidence and persistence to carry out investigations to resolve difficult issues.
- A clear communicator with the ability to identify suitable escalations.
The Package
- £35,000 - £40,000 per annum, depending on experience
- Work-from-home office equipment allowance
- 25 days holiday, plus bank holidays (pro-rated for part-time employees)
- Pension matched to 4%, private healthcare, life insurance, critical illness cover and income protection - for peace of mind
- Discounts for gym memberships, sports equipment, Caffe Nero, Odeon Cinema and various hotel and retail outlets
- Great staff discounts on Pitchup bookings across thousands of properties in 70 countries
- Employee assistance helpline, in case you ever need someone to talk to, with access to get-fit programmes, nutrition advice, financial and legal advice and counselling
- Enhanced paternity and maternity leave
- Cycle to work scheme
Did you know?
We have a 4.8 rating on Feefo, winning Feefo’s Platinum Trusted Service award for the sixth year running.
More about Pitchup
Pitchup.com receives 38m annual visits and up to 7,660 bookings per day. So far, £420m worth of holidays have been booked through us, and we’ve helped 14m holidaymakers make their great escape. We recently launched our new mobile and desktop websites, updating the look and feel and increasing conversion. The company is profitable and was founded in 2009 by former lastminute.com staff with a background in the holiday-park sector.
You will join a nimble team of 70 based in 10 countries, all working from home, as we are a 100% remote business.
Our site has been featured in leading global media titles, such as BBC News, New York Times, Le Figaro, Vogue and more, and has been translated into 17 languages. We’re members of the Financial Times’ FT1000 fastest growing companies in Europe and were awarded the Platinum Trusted Service Award by Feefo, for achieving a customer rating of at least 4.5 out of 5 for 6 years in a row.
Read some of our top press coverage
UK:
- https://inews.co.uk/inews-lifestyle/travel/uk-camping-campsites-august-bank-holiday-2022-availability-pitch-prices-1804816
- https://www.yumpu.com/en/document/read/67423068/camping-trade-world-issue-11⁄43
- https://www.farminglife.com/country-and-farming/international-womens-day-women-playing-key-role-in-growth-of-agritourism-study-finds-4055326
- https://www.thetimes.co.uk/article/storm-clouds-on-the-horizon-for-temporary-campsites-mg7nz5cv6
- https://www.theguardian.com/lifeandstyle/2024/apr/11/the-experts-travel-agents-20-ways-to-book-sustainable-sensational-summer-holiday
IT:
- https://vincenzochierchia.blog.ilsole24ore.com/2022/01/18/estate-2022-pitchup-turismo-glamping-gonfie-vele/
- https://www.vanityfair.it/gallery/tende-da-campeggio-facili-da-montare-da-portare-in-vacanza
US:
- https://medium.com/authority-magazine/dan-yates-of-pitchup-the-future-of-travel-in-the-post-covid-world-949495433861
- https://www.washingtonpost.com/travel/tips/camp-rental-utah-california-yellowstone/
- https://www.nytimes.com/2022/11/27/travel/love-or-leave-winter-on-the-cheap.html
- https://www.vogue.com/article/cold-plunges-wellness-travel-trend?redirectURL=https%3A%2F%2Fwww.vogue.com%2Farticle%2Fcold-plunges-wellness-travel-trend
- https://www.forbes.com/sites/gusalexiou/2024/07/29/reeve-foundation-campaigns-for-inclusive-water-activities-for-wheelchair-users/
ES:
- https://www.elmundo.es/viajes/hoteles/2022/06/23/62b2c84ffdddffd5758b45ef.html
- https://www.europapress.es/economia/noticia-pitchupcom-aumento-31-reservas-2023-nuevo-record-plataforma-campings-20240206120709.html
FR:
- https://www.lefigaro.fr/actualite-france/ces-commercants-contraints-aux-promos-pour-rassurer-les-vacanciers-20220808
- https://www.ot-campings.com/l-actualite/commercialisation/annee-2023-record-pour-pitchup/
