MAG
Customer Service Agent (English)
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Customer Service Agent
Hybrid
Permanent
About Us
For airports. For partners. For passengers. For people.
We are Cavu, a travel-tech and hospitality company built to make journeys smoother, more rewarding and more human.
From our platform that helps airports unlock more value across the passenger journey, to our airport lounges and hospitality experiences people love, everything we do is designed to make travel better for passengers and the businesses that serve them.
That takes people with fresh ideas, different perspectives and the confidence to challenge what already exists.
At Cavu, you’ll have the space to think, the support to grow and the freedom to be yourself. Whether you’re working from one of our offices, at home, in our lounges or on the road, you’ll be empowered to create, innovate and help shape better travel experiences.
About the role
As a Customer Service Advisor, you’ll help customers across a range of channels, including email, live chat, reviews and social media.
You’ll answer questions, resolve complaints and investigate customer feedback, working with internal teams and service providers to understand what has happened and provide a thoughtful, accurate response. You’ll support customers using CAVU services including airport parking, transfers and lounges, helping to create a positive experience at every stage of their journey.
This is a varied role where careful listening, clear communication and a calm, considerate approach will make a genuine difference to our customers.
What you’ll be doing
- Respond to customer questions, complaints, reviews and feedback through email, live chat and social media.
- Investigate customer concerns by gathering the relevant facts and working closely with service providers and internal teams.
- Provide clear, personalised responses within agreed service standards.
- Follow customer interactions through to a fair and appropriate conclusion.
- Use information from your investigation to help determine whether financial recompense may be appropriate.
- Work across several reservation systems and customer-service platforms, keeping information accurate and up to date.
- Build your understanding of our products, services and service-provider operations.
- Share customer feedback, trends and insights to help improve our services and processes.
- Produce customer-related reports when needed to support wider business projects.
- Support administrative tasks and other team activities focused on understanding and responding to customer needs.
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What you’ll bring
You’ll be someone who cares about helping people and can bring reassurance, patience and good judgement to each conversation. You’ll feel comfortable taking ownership of a customer concern while knowing when to seek advice or support.
Essential
- Previous experience in a customer-service environment.
- Clear and compassionate written and verbal communication skills.
- Confidence supporting customers who may be disappointed or demanding.
- Strong listening and relationship-building skills.
- A thoughtful approach to problem-solving and analysing information.
- Careful attention to detail and accuracy.
- Confidence using desktop applications, digital tools and social media platforms.
- The ability to adapt, organise your workload and work independently.
- A collaborative approach and willingness to share knowledge with colleagues.
We welcome transferable experience. If you can demonstrate the skills and approach needed to support customers effectively, we’d be pleased to hear from you.
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What’s in it for you?
- 25 days’ holiday, increasing with service up to 28 days.
- The option to buy up to 10 additional days’ holiday, plus four flexible bank holidays.
- A 10% company pension.
- Annual bonus scheme.
- On-site gym.
- MediCash scheme.
- Flexible benefits and discounts, including up to 50% off CAVU products such as Escape Lounges and airport parking.
- Rail and retail discounts.
- Two paid volunteering days each year.
- Access to health and wellbeing events, inclusion activities and learning opportunities.
- Formal and informal development options, including mentoring programmes and learning grants.
- Enhanced parental leave, subject to terms and conditions.
Equal Opportunities and Reasonable Adjustments
We’re building something brilliant at CAVU: a diverse team of people who reflect the global customer base that we serve. We’re proudly part of MAG and together we’re on a mission to be number one in our industries, and that takes talent in all its forms. With so many exciting roles across businesses, there’s space for your unique strengths to shine.
Whether this is your first role or your next big step, we want to hear from you, even if you don’t think you tick every box. What matters most is what you bring.
We’re proud to be a UK Disability Confident employer. If you need any adjustments to support your application or interview, just let us know. We’re committed to helping you perform at your best.
At MAG and CAVU, every journey matters. Our Colleague Communities play a big part in that: Women’s Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and the CAVU Global ID&E Affinity Group.
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