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Job Description

Customer Support Advisor

Position – Full Time or Part Time - 6 month Fixed Term Contract

Salary £22,000 per annum

Based Royal Wootton Bassett, Wiltshire

Reporting to Customer Support Manager

Benefits  Pension contributions + Medical Benefit

This position is being offered as part of Imagine Cruising’s participation in the UK Government Kickstart Scheme and only those aged between 18-24 & in receipt of Universal Credit are eligible. For more information on this scheme please visit

About Imagine Cruising

Established in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye. Imagine Cruising are experts in creating Cruise and Stay Holidays and now selling over 60,000 holidays a year with turnover in excess of £200m and industry beating margin and profit metrics. We specialise in creating competitively priced, unique cruise packages targeted at both traditional cruisers and the “new to cruise” market.

Our Head Office is in the UK with a team of 160 and we are now trading in South Africa, Australia, (Brisbane & Perth) a total of 220 employees.

Imagine Cruising believes in developing the knowledge, capability and skills of all staff in the company. That may mean that from time to time we will ask staff to be flexible in working in and supporting different areas of the business either within their own teams or through working with colleagues on projects and activities around the business. This will help develop both individuals and the company as a whole in our fast moving and developing business.

Job Purpose

To be the first, after sales point of contact for customers who have purchased a holiday with Imagine Cruising, processing information in response to enquiries, concerns and requests about their holiday. The Customer Support Advisor must be able to deliver high levels of customer service in a timely way, and is expected to continue to develop the existing relationships we have with our customers.

Typical Activities

  • Deal directly with customers either by telephone & electronically
  • Enjoys working with a broad range of customers and clients and understands customer’s needs, wants and expectations
  • Set, maintain and exceed customer service standards
  • Respond promptly to customer enquiries within agreed timescales
  • Handle and resolve customer complaints, ensuring right compensation level is offered in a quick and effective manner
  • Communicate effectively and coordinate with internal departments
  • Produce accurate administration work to complete any actions taken
  • Build relationships with suppliers to work together in resolving any customer query
  • Be proactive in solving the customers issues, maintaining high standards of service at all times
  • Inbound and outbound call passengers to ensure they are happy with the booking and if you can be of any assistance, allowing high levels of customer retention and service

Skill Set Required



  • Loves providing excellent customer service and can evidence skills in this area
  • Be a great problem solver, and able to think on your feet and show initiative
  • A track record of responding to customer complaints and queries in a timely way
  • Able to demonstrate empathy and patience in developing customer relationships
  • Have an outgoing, confident personality
  • Must have great interpersonal skills and the ability to communicate both verbally and in writing to people at all levels.
  • Must enjoy working to deadlines with great attention to detail
  • Able to remain calm under pressure
  • Must be reliable and have a flexible approach to work
  • Must have a good standard of education to GCSE level, particularly in English and Maths.
  • Able to work extended hours on occasions when required


  • NVQ level 2/3 in Customer Service
  • Experience of working in the travel industry

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.