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Helpdesk Agent
Job summary
A welcoming hospitality company in Quarndon is looking for a Helpdesk Agent to provide front-line support to guests. This role involves responding to inquiries via live chat, email, and social media, while maintaining high standards even during busy periods. Ideal candidates are warm, attentive, and capable of managing multiple tasks. No prior Helpdesk experience is necessary, but experience in hospitality is preferred. This position requires flexibility for evening and weekend shifts at The Joiners Arms.
Qualifications
- Experience in hospitality or guest-facing roles is a strong advantage.
- No prior Helpdesk experience required.
- Ability to manage multiple conversations simultaneously.
Responsibilities
- Respond to guest enquiries via live chat, email, and social media.
- Book, amend, and cancel reservations accurately.
- Handle complaints with care and professionalism.
Skills
📍 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.
You put the guest first —
- 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
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 💪
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.
Guests and teams rely on you to get things right.
- 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
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!
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.