Senior Customer Service Executive – Events, Travel & Escalations
Are you an experienced customer service professional looking for your next step in the events and travel industry? Chillisauce is looking for a Senior Customer Service Executive to join our Customer Service Team, helping to manage event and activity bookings while taking ownership of more complex customer queries and escalated complaints.
This is a full-time, permanent position based in Waterloo, ideal for someone with at least three years’ customer service experience, ideally within the travel, events or hospitality industry, who is confident handling challenging situations and delivering excellent customer outcomes.
Chillisauce is a high-energy, dynamic and fast-growing events agency based in Waterloo. We specialise in organising package events, primarily for stag and hen weekends, featuring a wide variety of fun and adrenaline-filled activities across the UK and Europe.
From go-karting, quad biking and clay pigeon shooting to cocktail making, pole dancing and relaxing spa days, we offer an extensive range of experiences designed to make every stag or hen celebration truly memorable.
The Role
As a Senior Customer Service Executive, you will be responsible for ensuring that events are booked accurately with our suppliers and that our customers receive a smooth, well-managed experience from booking through to travel and completion of their event.
Alongside managing the administrative aspects of bookings, including confirming hotels, transfers, nightclubs and activities, you will act as a key point of contact for customers and take ownership of more complex queries, escalated complaints and service-recovery situations.
You will be expected to investigate complaints thoroughly, communicate confidently with customers and suppliers, make balanced decisions and work towards fair and practical resolutions. The role is particularly suited to someone who has experience dealing with customers while they are travelling, including on-call, emergency or in-resort complaint handling.
You will communicate through a variety of channels, including email, telephone, internal messaging platforms and online booking systems. You will need to remain calm and professional when dealing with time-sensitive issues and customers who may be experiencing problems during their trip.
This is an office-based role in Waterloo, with hybrid working currently available.
The Customer Service Team
Our Customer Service Team currently consists of 8 friendly and dedicated people who are responsible for event delivery and the administrative operations of the business.
It is a busy and fast-paced environment where attention to detail, teamwork, sound judgement and problem-solving are essential. As a senior member of the team, you will be expected to lead by example, support colleagues with difficult cases and help maintain high customer service standards.
Candidate Requirements
The successful candidate will have:
- A minimum of three years’ experience in a customer service role, ideally within the travel, events, tour operator, hospitality or leisure industry.
- Proven experience handling escalated customer complaints from investigation through to resolution.
- Experience dealing with on-call, emergency, overseas or in-resort customer issues is highly desirable.
- Excellent and confident communication skills, including the ability to manage difficult or sensitive conversations professionally.
- A professional and engaging telephone manner, as a significant part of the role involves speaking directly with customers and suppliers.
- A genuine commitment to delivering excellent customer service while making commercially sensible and fair decisions.
- Strong written English skills, with the ability to draft clear and professional complaint responses.
- Good numerical ability, including confidence in calculating booking balances, refunds and other booking-related costs.
- Excellent organisational and multitasking skills, with the ability to prioritise urgent issues in a fast-paced environment.
- Strong problem-solving and decision-making skills, with the confidence to take ownership of issues and see them through to resolution.
- A strong work ethic, excellent time-management skills and the ability to work independently when required.
- A passion for organising events and an understanding of the importance of stag and hen celebrations to our customers.
- Strong administrative experience and excellent attention to detail, which are essential for this role.
Qualifications and Experience
Candidates should be educated to GCSE level or equivalent, with a minimum of Grade C/5 or above in English and Maths.
A minimum of three years’ customer service experience is required. Previous experience within travel is strongly preferred, particularly where you have supported customers before departure and while overseas or in resort.
You should be able to demonstrate experience of managing escalated complaints, resolving complex service issues and communicating effectively with both customers and suppliers. Experience participating in an on-call or out-of-hours support rota would be a strong advantage.
Employee Benefits
- Base salary plus incentives for achieving customer satisfaction targets.
- 20 days’ annual holiday, increasing each year, plus bank holidays.
- A lively, open-plan office based in Waterloo.
- Monday to Friday working hours, from 9:00 am to 5:30 pm.
- Currently Hybrid- 3 days a week in the office.
- Relaxed dress code.
- Opportunities to visit some of the destinations we offer.
- Monthly reward celebrations recognising excellent customer service.
- Incentive vouchers for outstanding performance and internal competitions.
Salary Range
£26-32k per annum, full time, permanent contract.
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