Job Description

Customer Service Advisor

Are you looking for a new and exciting opportunity with

full in house training provided lasting 4-6 weeks ?

The training is dedicated to learning all our systems and processes.

Alternative Airlines is a rapidly growing flight search and booking platform with a strong global presence. Known as the best place to work in Tech 2025 and for our ultra-fast booking technology and innovative customer-first approach, we've redefined how travelers book flights online. By focusing on convenience, flexibility, and choice, we've earned the trust of a diverse and expanding customer base worldwide. With our reputation for doing things differently and delivering exceptional service, Alternative Airlines continues to experience strong year-on-year growth.

The role

As a member of our Customer Service team at Alternative Airlines, you'll be the first point of contact for our customers, providing exceptional support throughout their booking journey. You'll assist with flight enquiries, manage reservations through systems like Amadeus, and ensure every customer receives prompt, friendly, and efficient service. This role is ideal for someone who enjoys problem-solving, communicating with people from around the world, and delivering a high standard of customer care in a fast-paced, travel-focused environment.

This role will work on a rostered basis on a 4 day on/ 4 days off pattern covering a 10.5 hour shift with a one hour lunch break. The hours of work will cover the hours between 9am to Midnight. This role will be based at our Horley office for the majority of the time however when working the late shift you will be working remotely.

Role Responsibilities

Deliver exceptional customer service by responding promptly and professionally to enquiries via phone, email, and live chat Use our in-house systems and the Amadeus GDS to manage bookings, process flight changes, cancellations, and special requests Assist customers with payment issues, refunds, and travel documentation queries to ensure a smooth journey from booking to boarding Proactively identify and resolve customer concerns, providing clear and accurate information with empathy and professionalism Liaise with airlines and other partners to resolve booking issues and secure the best outcomes for customers Maintain detailed and accurate records of customer interactions in line with company policies and data protection standards Support customers in real time during disruptions, such as flight delays or cancellations, offering timely solutions and reassurance Contribute to continuous improvement by sharing feedback and insights to help enhance our processes and customer experience Strive to maintain high levels of satisfaction and build lasting customer relationships that promote trust and loyalty Be a key part of our mission to become the best online travel agency by delivering world-class service every day

Desired skills, behaviours and experience

A genuine passion for delivering exceptional customer service Experience assisting customers with bookings, ensuring a smooth and positive experience Preferably pevious experience in a customer-facing role, demonstrating strong communication and interpersonal skills Highly organised, proactive, and able to manage multiple priorities while meeting deadlines Computer literate Preferably experienced within the travel industry, with hands-on knowledge of Amadeus or similar global distribution systems (GDS)

What does our Customer Service team look like?

Customer satisfaction is at the heart of everything we do at Alternative Airlines! Our in-house Customer Service team is dedicated to delivering outstanding support and creating a seamless booking experience for every traveller. The team works closely with other departments to improve the customer journey, using tools like Amadeus and other booking systems to manage reservations quickly and accurately. Whether it's assisting with changes, handling special requests, or finding the best solutions for our passengers, our Customer Service team plays a vital role in building trust and loyalty across our global customer base.

Why work for us?

Social events throughout the year

We try and be as flexible as possible to get the best out of our employees

We pride ourselves on our positive culture!

Enhanced maternity and paternity leave

20 days of annual leave plus bank holidays increasing each year after 3 years length of service to a maximum of 22 days

Access to our employee discount platform

Flight credits following probation of up to 1,000 per year based on length of service

2 wellness per year following probation to allow you to prioritise your wellbeing

2-weeks paid sabbatical for every 5 years of service

Free onsite parking

Alternative Airlines officially holds a Great Place to Work certification which was independently awarded by Great Place to Work

Our Values in Action

At Alternative Airlines, our values guide every decision and interaction:

Everything Matters- we obsess over details that create seamless journeys. Never Stop Caring- we support each other and our customers wholeheartedly. Less but Better- we focus on meaningful impact over volume. Race to the Future- we move fast and stay curious, always improving.

Interested?

Learn more about us at

Job Types: Full-time, Permanent

Benefits:

Casual dress Company events Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Sabbatical Sick pay Work from home
Work Location: Hybrid remote in Horley RH6 9ST