Helpdesk Agent

💻 Helpdesk Agent

📍
Office-Based (The Joiners Arms)

Our Helpdesk team is the frontline of how guests experience Chilled before they ever walk through the door
. Every message, booking, amendment, or complaint is an opportunity to build trust 🤝 and show genuine care
.

We’re looking for a Helpdesk Agent who brings warmth, ownership, and calm judgement to guest interactions — especially during evenings, weekends, and busy periods
.

You put the guest first —

That means:

• Responding to guest enquiries and complaints with genuine care, patience, and empathy 😊
• Owning mistakes quickly and focusing on solutions, not blame
• Treating every guest interaction as important
  , no matter how small

You don’t wait to be chased, reminded, or rescued.

That means:

• Staying engaged during quieter periods and focused during busy ones
• Managing multiple conversations across live chat, email, and social channels without letting standards slip
• Seeing a booking through properly — not just doing the minimum to close a ticket
• This role needs someone who takes personal responsibility for doing the job properly 💪

You understand that tone matters as much as accuracy
.

That means:

• Communicating clearly and professionally in writing and over the phone
• Reading emotional cues in guest messages and adjusting your approach accordingly
• Handling complaints calmly and confidently
  , without becoming defensive or dismissive
• You know when to reassure, when to apologise, and when to elevate — and you do so with good judgement
  .

Guests and teams rely on you to get things right
.

That means

• Accurately booking, amending, and cancelling reservations 📅
• Taking deposits for large party bookings (including phone-based bookings during peak periods)
• Handling guest data responsibly and following agreed processes

You will respond to guest enquiries via:

• 💬 Website live chat
• 📧 Email tickets
• 📱 Facebook & Instagram Messenger

You will:

• Work evenings and weekends
  , with rotas that may change week to week
• Be available to provide holiday cover
  , which may require full-time hours (up to 36 hours) for short periods
• Work from the office at The Joiners Arms
• No prior Helpdesk experience is required, but hospitality or guest-facing experience is a strong advantage ⭐

Apply now to organise a chat!