Platform Operations Specialist

We’re On the Beach! Since 2003, we've been rewriting the rules of how people discover, book, and experience their perfect getaway. What started as connecting people to short-haul beach holidays has evolved into something much bigger - premium beach destinations, long-haul adventures, and vibrant city breaks – and that’s just the beginning of our story.

We send around two million holidaymakers on their dream breaks every year. And we're still growing.

Powered by our deep-rooted entrepreneurial spirit, proprietary tech, curiosity and our incredible people, we’re accelerating - delivering best in class technology, the ultimate holiday app, and experiences that keep our customers coming back for more.

Ready to build the future of travel with us?

About the Role

As part of the Customer Experience team, the Customer Solutions Advisor will play a pivotal role in optimising our Customer Interactions Platform (Zendesk) to accelerate the digital customer and colleague experience at On the Beach.

You will configure, maintain, and continuously improve our platform through automation, chatbot optimisation, and self-service enhancements, working to increase customer confidence and satisfaction whilst reducing unnecessary contact volumes.

What you’ll be doing day to day

· Configure and maintain the Zendesk platform including triggers, automations, workflows, apps, integrations, and user management

· Develop and implement new automations in both chat and ticket workflows that reduce manual effort and improve efficiency

· Manage and maintain chatbot skills, intents, and utterances to continuously optimise performance, collaborating with product stakeholders to design effective interactions aligned with company policies and service standards

· Analyse chatbot flows and customer communications to identify and implement improvements that reduce contacts and enhance self-service

· Build out and maintain the customer knowledge base, ensuring content is clear, helpful, and enables effective self-service for basic queries

· Use data to analyse platform performance and provide data-driven insights on optimisation opportunities

· Troubleshoot platform issues and provide technical support to end-users as needed

· Stay current with Zendesk updates and industry trends in customer experience and chatbot technology

You’ll be a great addition to our team if you have the following skills, knowledge and experience

· Experience configuring customer interaction platforms (Zendesk, Freshworks, or similar)

· Understanding of automation rules, chatbot technology, and ticket workflows

· Strong analytical skills with proficiency in Excel (data visualisation dashboards, formulas, pivot tables)

· Excellent communication and collaboration skills, with ability to translate needs into actionable platform solutions

· A passion for customers and their experience, from booking their holiday to hitting the beach

· Experience in effectively prioritising, planning, and organising your own workload

· Ability to work well under pressure and be adaptable to change in a fast-paced environment

· Quick learner, confident working with new systems and technologies

· Results-oriented mindset focused on driving measurable improvements

What to expect from our interview process

We’ll run a multiple stage interview process, one stage of which will be an in-person interview at our fabulous Aeroworks office in Manchester city centre.

We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the Talent Acquisition team know and they will be happy to assist.

Ways of working
Our full time hours are 37.5 per week, but we don't have rigid working hours so you can find the working pattern that's right for you. We have core working hours between 10am - 4pm, so we can collaborate and enjoy the social side of work.

We also have hybrid working so we all work from home and from our Aeroworks office in Manchester City Centre. As a team we are in the office 2 days per week (usually Tuesday & Wednesday).

Our benefits
We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues.

These include:

• 25 days holiday plus your birthday off

• Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday

• Access to Learnerbly learning platform, plus workshops, courses and professional qualifications

• Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support

• Employee Assistance Programme and free access to counselling

• Simplyhealth Optimise Health Plan

• Company Sick Pay scheme

• Regular wellbeing events

• Gym discount

• Share Incentive Plan (SIP)

• Death in Service cover

• Onsite subsidised coffee shop

• The Sandbox (our very own bar)

• Food and drink discounts across a number of venues in Manchester City Centre

• Regular social events

• Cycle to Work scheme