Helpdesk Agent

Chilledpubs; United Kingdom; On-site; GBP 20,000 - GBP 30,000; Full time

Job summary

A hospitality business in the UK is seeking a Helpdesk Agent to be the frontline of guest interactions. The role requires warmth, ownership, and calm judgement during guest communications. Responsibilities include responding to enquiries via live chat, email, and social media channels. Candidates should be available for evening and weekend shifts, with hospitality or guest-facing experience being a strong advantage. This position is based in the office at The Joiners Arms.

Qualifications

• No prior Helpdesk experience required; hospitality or guest-facing experience is advantageous.

Responsibilities

• Respond to guest enquiries via live chat, email, and social channels.
• Work evenings and weekends, with changing rotas.
• Be available for holiday cover and work from the office.

Skills

Guest interaction

Problem-solving

Communication

Empathy

Time management

Job description

Overview

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. 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.
• 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 escalate — and you do so with good judgement.
• 🔐 Trust — Guests and teams rely on you to get things right.

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!