Customer Service Agent - Commercial

Summary

Customer Service Agent 

Hybrid - 2 days a week Manchester Airport

Full Time

About Cavu

For airports, for partners, for people. We are CAVU.

At CAVU, our purpose is to find new and better ways to make airport travel seamless and enjoyable for everybody. From the smallest ideas to the biggest changes — every day here is about creating better travel experiences.

From our revenue-accelerating single platform technology, Propel, through to our world-class hospitality venues including 1903 and Escape Lounges — our solutions make travel more seamless and enjoyable for passengers, and more profitable for our clients and partners.

We know that to bring your best ideas, you need the space to think, the right support, and the freedom to be your true, authentic self.

Whether you’re working from our offices, from home, in a lounge, or out on the road, we provide the environment to create, innovate, and transform airport travel.

If you’re looking for a career where you can make a real impact, bring new ideas to life, and push boundaries, then CAVU is the place for you.

Together, we can reach new heights. Together, we are CAVU.

The role

As a Customer Service Agent at CAVU, you’ll play a vital role in delivering exceptional service across multiple channels including email, live chat and phone. You’ll support customers with enquiries, manage existing reservations, and create positive experiences at every touchpoint.

This is a fast-paced, customer-focused role where you’ll combine problem-solving with a sales-through-service mindset, identifying opportunities to offer tailored solutions that meet each customer’s needs.

You’ll be part of a collaborative team based at Manchester Airport, working closely with colleagues across the business to ensure a seamless end-to-end customer journey.

Key responsibilities include:

Providing prompt, professional responses to customer queries and complaints across all channels

Supporting customers with existing reservations, including amendments, cancellations and related enquiries

Identifying and converting sales opportunities through service interactions

Accurately managing customer details and bookings across multiple systems

Building strong product knowledge to resolve queries efficiently and confidently

Sharing customer insights, trends and feedback to help improve services

Working collaboratively with internal teams to deliver a joined-up experience

Managing your time effectively and prioritising tasks in a busy environment

About You

We’re looking for someone who is passionate about delivering great service and enjoys helping people.

What will make you successful in the role?

Previous experience in a customer service environment

Experience handling customers across multiple channels (email, live chat and phone)

Excellent verbal and written communication skills

Strong problem-solving and decision-making abilities

Confidence using systems and learning new technology

A customer-first mindset with great attention to detail

Resilience, adaptability and a positive attitude in a fast-paced setting

A collaborative approach, with the ability to work independently when needed

The Perks

25 days holiday, increasing by 1 day per year of service (up to 28)

Option to buy up to 10 additional days’ annual leave, plus 4 flexible bank holidays

10% company pension

Annual bonus scheme

On-site gym

MediCash scheme

Flexible benefits & discounts – including up to 50% off CAVU products (Escape Lounges, Airport Parking, etc.)

Rail and retail discounts

2 paid volunteering days per year

Access to our internal events calendar including regular health, wellbeing and ID&E activities

Development opportunities including mentoring and learning grants

Enhanced parental leave (T&Cs apply)

EDI at Cavu

We’re building something brilliant at CAVU: a diverse team of people who reflect the global customer base we serve. We’re proudly part of MAG, and together we’re on a mission to be number one in our industries — and that takes talent in all its forms.

Whether this is your first role or your next big step, we want to hear from you — even if you don’t tick every box. What matters most is what you bring.

We’re proud to be a UK Disability Confident employer. If you need any adjustments to support your application or interview, just let us know.

At MAG and CAVU, every journey matters. Our Colleague Communities play a big part in that: Women’s Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and our CAVU Global ID&E Affinity Groups.

Are you ready to reach new heights?