Host & Guest Customer Care
London, Hybrid
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The Company
Life is too short for average stays...
We are all on this earth for a short and precious time, which means every single holiday is really quite important. Plum Guide is on a mission to eradicate travel disappointment for the discerning traveller resulting in an exceptional experience every single time.
We promise:
1. The Best Homes: We vet every home selecting only the best in each destination (across 3 categories)
2. Total Transparency: We cut the crap, calling out home truths and taking a zero BS approach to comms - building trust and brand integrity
3. Exceptional Service: Real humans, readily available, delivering unparalleled service. If things go wrong, we do all we can to rectify the situation.
The Role - Host & Guest Customer Care
This role will be part of the Care team at Plum. Our Care experience is at the core of everything we do. We are a creative team who are the voice of the Plum brand. You will be helping to triage all inbound enquiries, working with our hosts, and with guests who have a confirmed reservation, to ensure an excellent experience every step of the way. Having human support when customers need it is important to us.
You won’t read from a script - we’ll trust you to deliver an impeccable service to our guests & hosts in your own way!
Responsibilities
Triage of all inbound enquiries.
Communicating directly with guests and hosts by managing and resolving all inbound queries across all platforms (phone, online chat, email etc).
Supporting our Sales team where required with certain deals to confirm bookings.
Working week Sunday-Thursday OR Tuesday-Saturday (tbd)
Requirements for the role
A confident and articulate communicator, both written and verbal, with an appropriate blend of professionalism and friendliness. Must be fluent in English.
Excel at customer facing roles
Demonstrate excellent judgment, discretion and sensitivity
High emotional intelligence and a positive attitude: you are a people person and a team player
Confident in liaising with different teams and working cross functionally to get the job done
Highly efficient and organized, with meticulous attention to detail
You are a self-starter who takes initiatives and thrives in a fast-faced, dynamic environment
Experience using Salesforce would be an added bonus but not essential
Experience with Excel/Google sheets & data analysis preferred but not essential
Benefits
Competitive salary and stock options
Pension scheme
25 days paid holiday + bank holidays (when bank holidays are worked you will receive a day in lieu)
Hybrid working policy: Tuesdays and Fridays (depending on your working week) in our Shoreditch HQ, the rest from home
Birthday off (because who wants to work their birthdays!?)
Ability to buy and sell up to 5 days holiday
Provided with the latest Tech (Macbook Pro)
Dog friendly offices
Work from anywhere in the world for 4 weeks of the year
Discount on Plum stays for Family and Friends
BUPA Health plan
Breakfast & snacks provided + drinks on a Friday!
To apply: please email a copy of your C and, cover letter to ashlee.gladman@plumguide.com
Plum Guide is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status
