Holiday requests for Customer Services staff need to be requested in HR Online Once the request has been submitted, please inform your Shift Leader to they can review this and confirm either way as soon as possible.

REQUESTS NEED TO BE SUBMITTED AT LEAST 2 WEEKS PRIOR

The policy for when you can take holiday may change during peak periods such as Father's Day, Black Friday & Christmas. Please refer to your Shift Leader for specifics. Outside of peak hours, 1 agent can have the day off out of the squad’s shift pattern you are on, if this is already the case but you still need holiday, please put in the request and speak directly with your Shift Leader to review. In peak, this may vary and all holiday requests will be reviewed.

Once you have submitted your request in both systems, please speak to a Team Leader to get it approved.

If you request a holiday past the end of your fixed term contract, please speak with your Shift Leader. Then if your contract is extended/renewed it can be requested in HROnline as normal.

Bank Holidays

• You need to book the day from your allowance like any other holiday day.
• Customer Services operates at a small required amount of hours per bank holiday.
• First come first served, we will only decline if we are due to run lower than the required hours.
• The only exception will be Christmas Day & New Year's Day where there's no required hours.