Helpdesk Agent - Quarndon - Blue Stoops

Description

Helpdesk Agent

Office-Based (The Joiners Arms)

Our Helpdesk team is the frontline of how guests experience Chilled before they ever walk through the door. Every message, booking, amendment, or complaint is an opportunity to build trust and show genuine care.

We're looking for a Helpdesk Agent who brings warmth, ownership, and calm judgement to guest interactions — especially during evenings, weekends, and busy periods.

How Our Values Show Up in This Role

Warm

You put the guest first —

That means:

• Responding to guest enquiries and complaints with genuine care, patience, and empathy
• Owning mistakes quickly and focusing on solutions, not blame
• Treating every guest interaction as important, no matter how small

Hungry

You don't wait to be chased, reminded, or rescued.

That means:

• Staying engaged during quieter periods and focused during busy ones
• Managing multiple conversations across live chat, email, and social channels without letting standards slip
• Seeing a booking through properly — not just doing the minimum to close a ticket
• This role needs someone who takes personal responsibility for doing the job properly

People Smart

You understand that tone matters as much as accuracy.

That means:

• Communicating clearly and professionally in writing and over the phone
• Reading emotional cues in guest messages and adjusting your approach accordingly
• Handling complaints calmly and confidently, without becoming defensive or dismissive
• You know when to reassure, when to apologise, and when to elevate — and you do so with good judgement.

Trust

Guests and teams rely on you to get things right.

That means

• Accurately booking, amending, and cancelling reservations
• Taking deposits for large party bookings (including phone-based bookings during peak periods)
• Handling guest data responsibly and following agreed processes

Practical Expectations (The Non-Negotiables)

You will respond to guest enquiries via:

• Website live chat
• Email tickets
• Facebook & Instagram Messenger

You will:

• Work evenings and weekends, with rotas that may change week to week
• Be available to provide holiday cover, which may require full-time hours (up to 36 hours) for short periods
• Work from the office at The Joiners Arms
• No prior Helpdesk experience is required, but hospitality or guest-facing experience is a strong advantage

Apply now to organise a chat