Guest Contact Centre

Frequently Asked Questions

• What does a typical day look like in the Guest Contact Centre?

  No two days are the same in our Guest Contact Centre — but here’s what a typical day might look like.

  You’ll be supporting guests through a range of inbound channels, including phone calls, emails, and web messages. The topics? They can be just about anything. On any given day, you might be asked to:

  • Help someone make a balance payment on their holiday or answer refund queries

  • Assist with travel plan changes or cancellations

  • Add an extra pet or high chair to a booking or process a security deposit

  • Support a guest who needs urgent help while they’re on holiday

  You'll switch between different types of queries, systems, and tools — and always with a focus on delivering friendly, efficient support.

  The pace is fast, the work is varied, and the learning never stops. Whether it’s mastering a new process or handling a unique guest situation, each day brings opportunities to grow, adapt, and make a real difference in someone’s holiday experience.

• Do you offer remote or hybrid work options for Contact Centre roles?

  At this time, our Contact Centre roles are fully on-site. We believe in-person collaboration allows us to provide the best support to our guests and maintain a strong team environment. While remote or hybrid options aren’t currently available, we ensure our on-site workspaces are comfortable, well-equipped, and supportive of your success.

• What will my schedules look like in a Contact Centre role?

  Weekend work is a standard part of our Contact Centre roles, as we provide support to our guests seven days a week. You’ll be scheduled to work some weekends as part of your regular shift pattern.

  We also operate on most bank holidays. While you may be required to work on some of these days, we provide additional annual leave each year to compensate for this. 

  Here are examples of an average 2 week rotating schedule:

  UK, peak season:

  M- 09:00 - 17:30                M - 11:30 - 20:00

  T- X                                      T - 09:00 - 17:30

  W- 09:00 - 17:30                W - X        

  T- 09:00 - 17:30                 T - X

  F- 09:00 - 17:30                 F - 11:30 - 20:00

  S- 11:30 - 21:00                  S - 10:00 - 18:30

  S- 12:30 - 21:00                 S - 09:00 - 17:30

  
  UK, non-peak:

  M- 09:00 - 17:30               M - 09:00 - 17:30

  T- X                                    T - 09:00 - 15:00

  W- X                                   W - X

  T- X                                    T - X

  F- X                                    F - 14:00 - 20:00

  S- 09:00 - 17:30                S - 14:00 - 20:00

  S- 11:30 - 20:00                S - X

  Europe, all year:

  M- 09:00 - 17:00               M - 09:00 - 17:00

  T- 09:00 - 17:00                T - 09:00 - 17:00

  W- 09:00 - 16:30              W - X

  T- X                                    T - 12:00 - 20:00

  F- 09:00 - 17:00                F - 12:00 - 20:00

  S- 12:00 - 20:00                S - X

  S- 12:00 - 20:00                S - X

  
  

  Please note these schedules are only examples, and are subject to change depending on business needs. If you are looking for a role in a UK contact centre, please read the annualised hours FAQ below.

• UK - What are annualised hours, and how do they work in this role?

  Annualised hours mean your total working hours are calculated over the whole year, rather than week to week. This allows your schedule to vary based on seasonal or business needs — with more hours during busy periods and fewer during quieter times — while still working the same total number of hours annually.

  You’ll receive a regular salary based on your annual hours, and your schedule will be communicated in advance to help you plan ahead. This approach offers flexibility for both you and the business while ensuring consistent pay.

• What should I expect from the interview process?

  Our interview process may vary slightly depending on the role and location. In some regions, the process might begin with a short screening call. In others, you may be invited directly to an interview.

  We sometimes host recruitment days or group interviews, while other times we conduct one-on-one interviews. Regardless of the format, the goal is always the same: to get to know you, understand your skills and experience, and give you a clear view of what it’s like to work with us.

  If you're shortlisted, we’ll provide full details of the next steps so you know exactly what to expect.