About Us
The passion for traveling is what unites the entire eSky Group (eSky, eDestinos, Thomas Cook – since 2024). Our platform blends deep travel industry expertise with modern technology to help people explore the world—and turn inspiration into meaningful experiences.
An exciting part-time opportunity has arisen at Thomas Cook, one of the most iconic names in travel, reimagined in 2020 as an online-only business. We’re currently looking for a Part-Time On Holiday Support (OHS) Advisor (24/7) to join our team.
About the Role
As our On Holiday Support Advisor (24/7), you’ll deliver exceptional customer service to travellers while they’re abroad—whether they need local information, help with issues, or urgent assistance during a disruption. Your goal: get holidays back on track when they matter most.
This role involves working within a 24/7 support environment. While this position is part-time (20 hours per week), you must be available for day and night shifts, including weekends and bank holidays, as part of a rotating schedule.
We're specifically looking for candidates with overseas experience or previous on-holiday support experience in the travel industry.
Key Accountabilities
- Handle customer contacts through various channels—voice, WhatsApp, SMS, live chat, etc.
- Deliver excellent service while balancing commercial considerations.
- Act quickly and effectively to resolve disruptions or emergencies.
- Make informed decisions independently, escalating complex issues where needed.
- Become an expert in our products, systems, terms & conditions, and support tools.
- Remain calm, empathetic, and confident in challenging customer situations.
- Identify and suggest improvements to service processes and customer experience.
- Collaborate with internal teams and external partners.
- Stay up to date on ABTA/ATOL policies and procedures.
- Support wider Customer Operations tasks when not actively engaged in live OHS cases.
Skills, Experience & Qualifications
Must Have:
- Passion for travel and supporting customers on their journeys.
- Resilience, creativity, and a problem-solving mindset.
- Ability to work under pressure in a fast-paced environment.
- Confident decision-maker with a positive, proactive attitude.
- Strong IT and multi-system navigation skills.
- Previous experience in the travel industry.
- Experience overseas or in an on-holiday support role.
Preferred:
- Personal travel experience.
- GCSEs (or equivalent) in Maths and English (Grade A–C).
What We Offer
- Flexible part-time working arrangement (20 hours/week).
- Generous annual leave allowance (pro-rated) + 8 UK Bank Holidays.
- Enhanced maternity/paternity/adoption leave and shared parental leave.
- Life Assurance and access to our Employee Assistance Program (EAP).
- Salary sacrifice pension scheme.
- Private healthcare through AXA UK.
- Additional perks:
- Employee discounts
- Gym membership
- Free flu jabs
- Financial planning support
- Health & wellbeing programme
- Remote work setup
Job Types: Part-time, Permanent
Additional pay:
- Bonus scheme
Benefits:
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Private medical insurance
- Work from home
Schedule:
- 12 hour shift
- Day shift
- Holidays
- Night shift
- Overtime
- Weekend availability
Application question(s):
- This role is a 4 on 4 off shift pattern, which includes 2 day shifts (7am - 7pm) and then 2 night shifts (7pm - 7am) then 4 days off. this pattern then rotates continually throughout the year including all bank holidays.
Is this shift pattern acceptable to you?
Experience:
- Travel industry: 2 years (required)
Work Location: Remote
