Team: Customer Service

Reporting to: CS Manager (Laura Bond)

Some exciting opportunities to join the Passenger journey for the busiest time of the year!  We’re passionate about offering the best possible experience for our fellow roamers, wanderers and escapists, as well as connection and the well-being of ourselves and our environment. In this position you’ll play a key role in delivering this brand purpose in a direct and rewarding way to our valued customers.

Your Focus

• Work dynamically as part of our CS team to serve our customers by resolving problems efficiently, as well as assisting with resolving these as part of the bigger picture.

• Delight customers by answering product and service questions via email, live chat, Whatsapp and social contacts in a friendly and professional way.

• Edit, update and make changes to customer orders and profiles.

• Spot problems and get them fixed, before they reach our customers.

• Process e-commerce transactions like refunds, gift cards and order amendments.

• Report daily on trends, problems or common queries you’re seeing.

• Spot patterns and trends, and communicate with the team in our daily meetings.

• Elevate and improve our customer service processes wherever possible.

• Be an advocate of the brand, communicating our purpose, mission and vision.

The Opportunity

We believe there’s no better place to start at Passenger than by understanding, helping and communicating directly with our community. You’ll play a key part in delivering this brand promise by supporting our community in a direct and rewarding way. 

The Ideal Candidate

• A positive people person with a can-do attitude

• Thrives in a fast-paced environment

• Great communicator

• Problem-solver, quick-thinker and willing to take initiative

• Compassionate and empathetic

• Strong attention to detail

• Methodical and calm under pressure

• Experience working with CS software

Experience

A background in customer service, especially working with CS software, would be a sweet advantage.  Extra points if you have a good knowledge of CS processes in e-commerce, and have previous experience in a remote/hybrid role.  Full training will be provided at our HQ in the New Forest.  Excellent written and spoken English essential for the role.

What We Offer

• A culture of freedom, flexibility, and trust.

• Escapism is serious business for us, we practice what we preach.

• Location: This is a hybrid role and requires weekly visits to our HQ in the New Forest, UK.

• Hours:
  40hr a week contract Tuesday - Saturday, 9am - 6pm, September 1st 2026 to January 31st 2027.

• 50% staff discount, and 20% discount for your close friends & family.

• Roles are offered on a temporary contract, starting September 1st 2026. There will be an opportunity to move to a permanent full time contract for the right candidate.

Whilst AI is a helpful tool in the workplace, due to the nature of this role please refrain from using AI in your application. We want to understand how you naturally communicate without the use of such tools.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or any other factors.