Customer Service Representative at Picniq
Key details:
30–38 hours per week (rota-based, to include 1 weekend a month)
£25,000 per annum pro rata
Expected start mid September
Hybrid: Up to 25% of time expected in our Bournemouth Office after completing training
Please note: Our busiest periods are the main school holidays (Easter, May half term, Summer holidays), so we’re unable to approve extended leave during these peak times.
At Picniq, we’re on a mission to make family time fun—and we’re growing fast! To help us continue delivering the outstanding support our customers love us for, we’re looking for a friendly, proactive, and highly organised Customer Service Representative to join our team.
About Us
We’re proud to be one of the UK’s most loved and trusted family leisure brands. Working with top attractions, tour operators, and travel partners, we help families discover and book amazing days out and holidays across the UK and beyond.
With a highly engaged audience of parents, we aim to inspire millions each week with deals, inspiration, and expert advice—making the process of planning unforgettable family experiences fun and easy.
We’re a forward-thinking, supportive team based in Bournemouth, and we’d love for you to be part of our journey. We offer hybrid and remote working options—but you’ll need to be available to attend occasional in-person training and team days at our HQ.
What You’ll Be Doing
You’ll be the first point of contact for our growing customer base—offering fast, friendly, and knowledgeable support across a variety of channels. From answering questions about attraction tickets to helping resolve booking issues, your goal will be to ensure every customer feels confident, supported, and excited about their experience with Picniq.
Your responsibilities will include
- Providing outstanding support via WhatsApp, email, and phone—always with a warm, helpful tone.
- Managing and resolving a variety of customer enquiries and cases, ensuring no request is left unresolved.
- Processing manual bookings and refunds with a high degree of accuracy and attention to detail.
- Liaising with our attraction and travel partners to resolve booking issues, request changes, or escalate urgent concerns.
- Becoming a knowledge hub on our products, policies, and destinations to confidently advise and guide customers.
- Identifying opportunities to upsell or recommend alternatives where appropriate.
- Collaborating with your team to improve processes and enhance the overall customer journey
About you
You’re someone who genuinely enjoys helping people, thrives in a fast-paced environment, and understands the importance of creating an outstanding customer experience every time.
The ideal candidate will have
- Excellent written and verbal communication skills in fluent English.
- A passion for delivering exceptional service with empathy, patience, and problem-solving flair.
- Strong attention to detail, especially when handling manual bookings and data entry.
- Confidence in handling challenging situations and staying calm under pressure.
- A proactive mindset—you take ownership of problems and see them through to resolution.
- A collaborative spirit—you’re happy working in a team but equally capable of working independently.
- Experience using customer service platforms such as Zendesk, Kustomer, or similar (training provided).
- Some flexibility to work on a rota, to include at least one weekend a month
Bonus points if you have
- Previous experience in the travel or ticketing industry, especially with bespoke bookings or family-focused products.
- Familiarity with family attractions, UK destinations, or leisure brands.
How to Apply
- Please send us your CV along with a short paragraph about yourself and why you’d be perfect for this role. We can’t wait to hear from you!
Job Types: Full-time, Part-time
Pay: From £25,000.00 per year
Expected hours: 30 – 38 per week
Benefits:
- Casual dress
- Company pension
- Employee discount
- Work from home
Application question(s):
- Are you able to reliably commute to our Bournemouth office when required?
Work Location: Hybrid remote in Bournemouth BH8 8EZ