Helpdesk Agent

Chilledpubs; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A hospitality company is seeking a Helpdesk Agent based at The Joiners Arms in the United Kingdom. The ideal candidate will provide exceptional guest support through live chat, email, and social media interactions, responding to enquiries and managing bookings efficiently. This role requires warm communication, a strong sense of ownership, and the ability to handle complaints calmly, particularly during busy periods. Candidates should have prior guest-facing experience, though Helpdesk experience is not essential.

Qualifications

• Genuine care, patience, and empathy in guest communications.
• Strong focus on accountability and solutions.
• Ability to manage multiple conversations effectively.
• Clear and professional communication both verbally and in writing.
• Understanding emotional cues in guest messages.

Responsibilities

• Respond to guest enquiries through live chat and email.
• Handle booking amendments and cancellations accurately.
• Work evenings and weekends as per changing rotas.
• Provide holiday cover when necessary.

Skills

Warmth in guest interactions

Own mistakes and solutions focus

Multi-channel communication

Tone awareness in communication

Calm handling of complaints

Job 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

• 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 focusing 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.
• 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

• 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!