This is a frontline customer support role, working within established systems, processes, and escalation pathways. You'll handle a high volume of customer enquiries during peak season- including booking changes, technical disruption impacts, and service issues, first point of escalations- ensuring every customer feels heard, valued, and supported. You'll work closely with the Customer Support Manager and your fellow team members, and partner with Operations, Technology, and Marketing and Offshore team where needed to resolve issues and maintain trust with families and clients.

Key responsibilities

- Respond to customer enquiries across phone, email, social media, and online channels
- You will be the first point of escalation
- Handle bookings, booking changes, and general enquiries efficiently and accurately
- Resolve customer issues with care, empathy, and professionalism, across multiple channels- including phone and email
- Maintain explicit, friendly, and on-brand communication in every interaction
- Meet response time and service standards during peak periods
- Manage day-to-day customer issues and resolve where possible
- Managing escalation of complex or sensitive cases
- Flag technical disruption impacts or site issues through agreed channels




- Maintain accurate records of customer interactions
- Monitor and action customer feedback, complaint themes, and enquiry drivers

About you

- Calm and confident under pressure, with the ability to manage a high volume of enquiries
- Clear, empathetic communicator across phone and written channels
- Strong attention to detail when managing bookings and customer records
- Comfortable learning new systems and following established processes
- Reliable, adaptable, and willing to support the team during busy periods
- Available to work a rotating roster, including weekends, public holidays, and the Christmas peak period

What we offer

- A competitive hourly rate, including weekend and public holiday rates
- The opportunity to work with a business that creates Magical Memories for Families all around the country
- Paid training and ongoing support from an experienced Customer Support Manager
- A supportive, collaborative team environment
- Opportunities to pick up additional shifts during peak periods
- Social events, such as international food day, afterwork drinks, and more...
- Close to public transport
- Collaborative team – Work within a fantastic 'people first' culture

#J-18808-Ljbffr

📌 Customer Care Consultant (Willoughby)
🏢 Scene to Believe
📍 Willoughby