Customer Service Concierge

Here at World Travel Holdings (UK), we hire the best people who have a true passion for travel.

Do you have a passion for helping others? Do you believe that the “buck stops” with you? Are you the “best of the best” and does that show in all that you do?

If so, then we want to talk to you. We are seeking charismatic concierge to join our Customer Service Team. The Customer Service team will play an integral part in the success of the WTH Customer service department and is responsible for providing world-class service and support to both internal and external customers.

As a travel partner and Customer Service Concierge, WE DELIVER A REMARKABLE EXPERIENCE to our customers time and time again. Our customer loyalty, impressive portfolio of travel brands, along with our expert customer service concierges has led us to be an award-winning travel company and an excellent place to work!

About the company

We are a recognised industry leader with over 25 years experience we boast owned brands including:

  • – the UK’s fastest-growing cruise retail brand and the home of the award-winning Cruise Concierge Service
  • – Europe’s largest seller of ultra-luxury cruises
  • – the UK’s fastest-growing seller of river cruises

Best company 2018 - 2* Accreditation - people love working here!

We invest in the growth and development of our employees - To make you the experts that our customers know and love. We provide ongoing training and excellent career progression 85% of our management team started off as a cruise concierge and progressed within the company.

Our employees feel valued and trusted - With a culture of open and honest communication, we put our employees’ opinions and welfare at the forefront of everything we do.

Integrity – a foundation of the business - We work within a fun, dynamic, honest and professional culture, creating dream vacations and unforgettable experiences for our customers, in an environment where your voice will be heard and ideas welcome.

Roles and responsibilities

  • Professionally respond to inbound calls and provide excellent service to internal and external customers
  • Diligently assist internal and external customers with issues
  • Confidently up sell on bookings once they’ve been made
  • Resolving customer queries at initial call where possible
  • Accurately note internal calls and log support
  • Participate in ongoing training
  • Deliver an exceptional sales experience through the following:
    • We deliver - we build plans to focus on the right things, and we make them happen
    • We are passionate - we are approachable and direct and straight forward to deal with
    • We strive to be better - we push for excellence and innovation in everything we do
    • We are connected to our customers - we listen, understand and engage with our customers
  • Constantly build your cruise knowledge base, taking responsibility for self-development through on-going training, development and research

To be successful in this role

  • You must be motivated, enthusiastic and determined to succeed
  • Desire to work as part of a fast-paced, growing company with plenty of opportunity on offer
  • Experience of working in a target driven environment
  • Previous customer service experience
  • Excellent communication skills, both written and verbal – our customers need to respect our people
  • Passionate about cruises and dedicated to providing customers with the very best in 1 to 1 personal service.


  • Previous travel industry experience
  • Experience using cruise line booking systems

What we can offer you

  • Competitive salary + bonuses
  • Amazing incentives to win cruise trips to a variety of destinations
  • Holiday discounts for you and your friends and family
  • Attendance bonus paid at Christmas
  • Attend cruise ships around the globe for educational visits
  • Career progression and ongoing training and development
  • Fantastic company parties to celebrate our successes (Summer and Christmas party each year)
  • Company contributed pension
  • 20 days plus 8 bank holidays annual leave
  • Paid leave for a Charity Day
  • Concession towards a cruise holiday, £100 for each full year of employment (up to £1000!)

Next steps

If you think you have what it takes to become one of our expert Customer Service Concierges, then we’d love to hear from you!

WTH (UK) are an equal opportunities employer and value employee’s wellbeing and mental health.

Apply here

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WTH is a winner of CLIA Cruise Agency of the year 2015 & Katy Porter CLIA young travel agent of the year 2014
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