Customer Care Executive (Remote) at Iglu.com | Apply Now

Are you passionate about delivering exceptional customer experiences in the travel and cruise industry?
Iglu.com, the UK’s largest specialist ski and cruise travel agency, is hiring a Customer Care Executive (Remote) to join its growing team. This is an exciting opportunity for detail-oriented and customer-focused professionals who want to make a difference while working from home.

If you have proven experience in customer service or cruise customer care, this role offers a chance to work in a dynamic environment that values innovation, flexibility, and teamwork.

About Iglu.com

Iglu.com is a leading name in the UK travel industry, specializing in ski and cruise holiday packages. With years of expertise and a strong reputation for quality, the company provides travelers with unique experiences tailored to their preferences.
Their mission is to deliver stress-free travel experiences through exceptional service, expert advice, and seamless booking management.

Iglu.com offers both hybrid and remote working options, making it ideal for professionals looking to build a career in customer service while maintaining work-life balance.

Job Overview: Customer Care Executive (Remote)

As a Customer Care Executive at Iglu.com, you will handle customer interactions after a booking is confirmed. Your main focus will be ensuring every client enjoys a smooth and worry-free travel experience.
This includes managing emails, handling phone queries, resolving issues, and coordinating with tour operators, suppliers, and sales staff.

The role requires a deep understanding of the cruise industry, as well as strong communication and organizational skills. You’ll also be responsible for resolving customer complaints, processing booking changes, and providing professional support via phone, email, and web chat.

Key Responsibilities

As a Remote Customer Care Executive, you will:

Handle customer calls and emails efficiently after bookings are made.
Assist customers with changes, cancellations, and additional booking requests.
Resolve customer complaints with empathy and professionalism.
Liaise with tour operators and cruise suppliers to resolve any booking issues.
Manage and record all communication accurately in the company’s CRM system.
Support customers via web chat, providing instant assistance.
Identify opportunities for cross-selling and up-selling travel products.
Ensure compliance with ABTA/ATOL regulations.
Manage multiple communication channels, including phone, email, and chat.
Collaborate with other departments to ensure a seamless customer experience.
Handle a daily workload of 40+ interactions while maintaining high-quality service.

Required Skills and Qualifications

To succeed in this role, candidates should have:

At least 2 years of experience in Cruise Customer Care or a related field.
Strong understanding of cruise and travel products.
Excellent verbal and written communication skills.
Proficiency in Microsoft Word, Excel, and Outlook.
Basic knowledge of ABTA/ATOL regulations.
Strong organizational and time management abilities.
Ability to work independently and under pressure.
A professional, enthusiastic, and proactive attitude.
Strong multitasking skills to handle calls, chats, and emails simultaneously.
Team spirit and a supportive approach to work.

Behavioral Competencies

At Iglu.com, personality and professionalism matter.
The ideal candidate should be:

Proactive and eager to learn.
Supportive and team-oriented.
Professional in communication and behavior.
Enthusiastic about helping customers find the best solutions.

Performance Indicators (KPIs)

As a Customer Care Executive, your performance will be measured through key indicators such as:

Percentage of customer satisfaction (PCA %).
Average workload management (calls, chats, and emails).
Response time for customer inquiries.
Overall productivity per hour/day.
Quality assurance and feedback scores.

These KPIs ensure consistent delivery of high-quality service to Iglu’s valued customers.

Why Join Iglu.com?

Working at Iglu.com isn’t just about a job — it’s about joining a forward-thinking team that values its employees.
Here are some of the exciting benefits of joining the Iglu team:

✅ Flexible Hybrid & Remote Work Options – Enjoy the freedom to work from anywhere in the UK.
✅ Discounted Travel Offers – Exclusive travel deals for you, family, and friends.
✅ Gym Discounts – Access to discounted memberships across major fitness chains in the UK.
✅ Mental Health & Wellbeing Support – Comprehensive programs to help you stay balanced and healthy.
✅ Electric Vehicle Scheme – Join Iglu’s eco-friendly initiative and save on electric car ownership.
✅ 24/7 Online GP Service – Get instant medical advice whenever you need it.
✅ Life Assurance – Financial protection and peace of mind for your loved ones.
✅ Inclusive Company Culture – Join social and charity committees to contribute to Iglu’s community values.
✅ Bi-annual Company Gatherings – Meet your teammates and celebrate company milestones in style.

Related Job Opportunities

If you’re interested in similar remote customer service roles, here are a few you can explore:

Work Location

📍 Location: Remote (Rugby CV23 8BQ, UK)
You’ll work remotely but remain connected with your team through digital collaboration tools and virtual meetings.

How to Apply

If you’re ready to take your career to the next level with a company that values excellence and flexibility, apply online today through Iglu’s career portal:
👉 Apply Here

Make sure your CV highlights your cruise customer service experience, communication skills, and ability to manage multiple customer interactions effectively.

Frequently Asked Questions (FAQs)

1. What is the Iglu Customer Care Executive role about?

The Customer Care Executive is responsible for assisting customers after booking their holiday. You’ll handle booking changes, complaints, and inquiries to ensure each customer enjoys a smooth travel experience.

2. Is this a remote or office-based role?

Yes, this position is fully remote, allowing you to work from home anywhere in the UK.

3. Do I need experience in the cruise industry?

Yes. Applicants must have at least 2 years of customer service experience within the cruise industry to qualify.

4. What is the application deadline?

The job posting will remain open until all positions are filled. It’s recommended to apply as soon as possible.

5. What benefits does Iglu.com offer remote employees?

Iglu provides hybrid and remote work flexibility, travel discounts, gym membership offers, mental health support, an electric vehicle scheme, and access to online GP services.

6. Is there room for career growth?

Absolutely. Iglu.com encourages internal career progression and offers ongoing training for employees to grow into leadership and management roles.

Conclusion

The Customer Care Executive (Remote) role at Iglu.com is perfect for professionals with a passion for the cruise industry and a commitment to outstanding customer service.
If you enjoy solving problems, communicating with travelers, and working remotely in a supportive team, this could be the career move you’ve been waiting for.

Don’t wait—apply today and become part of Iglu.com’s customer excellence team!

👉 Apply Now