ABOUT US

The passion for traveling is what unites the entire eSky Group (eSky, eDestinos, Thomas Cook – since 2024). Our platform blends deep travel industry expertise with modern technology to help people explore the world—and turn inspiration into meaningful experiences.
An exciting part-time opportunity has arisen at Thomas Cook, one of the most iconic names in travel, reimagined in 2020 as an online-only business. We’re currently looking for a Part-Time On Holiday Support (OHS) Advisor (24/7) to join our team.

KEY ACCOUNTABILITIES

• Handle customer contacts through various channels—voice, WhatsApp, SMS, live chat, etc.
• Deliver excellent service while balancing commercial considerations.
• Act quickly and effectively to resolve disruptions or emergencies.
• Make informed decisions independently, escalating complex issues where needed.
• Become an expert in our products, systems, terms & conditions, and support tools.
• Remain calm, empathetic, and confident in challenging customer situations.
• Identify and suggest improvements to service processes and customer experience.
• Collaborate with internal teams and external partners.
• Stay up to date on ABTA/ATOL policies and procedures.
• Support wider Customer Operations tasks when not actively engaged in live OHS cases.

As our On Holiday Support Advisor (24/7), you’ll deliver exceptional customer service to travellers while they’re abroad—whether they need local information, help with issues, or urgent assistance during a disruption. Your goal: get holidays back on track when they matter most.
This role involves working within a 24/7 support environment. While this position is part-time (20 hours per week), you must be available for day and night shifts, including weekends and bank holidays, as part of a rotating schedule.
We’re specifically looking for candidates with overseas experience or previous on-holiday support experience in the travel industry.