Our client is an award-winning leading luxury travel specialist who are very well-established and extremely successful within their sector. We are looking for a self-motivated, customer service focused individual who is passionate about delivering exceptional service and can handle and resolve complaints effectively and efficiently with the ultimate goal of achieving customer retention and loyalty.
You will serve as the primary point of contact for customers who have issues with our products or services, working to resolve their complaints while maintaining a positive customer experience.
You will have a thorough understanding of booking terms and conditions along with ABTA and ATOL guidelines.
Location: Hybrid in Chester. Full time hours, Monday to Friday with occasional weekend work.
JOB DESCRIPTION:
- Receive and respond to customer complaints via various communication channels, including phone calls, emails, and social media platforms.
- Listen actively to customer concerns, showing empathy and understanding while always maintaining professionalism.
- Gather relevant information from customers to fully understand the nature and scope of their complaints
- Ensure our responses adhere to ABTA minimum standards, procedures and timeframes. Engage legal support through our legal partners as and when needed with support from the Head of operations.
- Conduct thorough investigations into customer complaints, including analysing relevant data, reviewing transaction histories, and consulting with internal departments as needed.
- Maintain detailed records of customer complaints, including all communication, investigation findings, and resolution outcomes.
- Work with the Head of Commercial Operations to generate regular reports on complaint trends, highlighting recurring issues and areas for improvement.
- Provide feedback to management on potential process enhancements or product improvements
- Continuously seek opportunities to enhance the customer experience and prevent future complaints through proactive measures.
- Managing & responding to Customer Feedback through NPS and Trustpilot channels in an appropriate and professional manner.
EXPERIENCE REQUIRED:
If you have worked in Retail Travel or Tour Operations and have thorough knowledge of booking terms and conditions along with ABTA and ATOL guidelines and have a passion for customer service we want to hear from you!!
THE PACKAGE:
A Competitive Salary will reflect experience along with company benefits .
INTERESTED:
If you believe you have what it takes to work for this company and can demonstrate that you can, apply to day on email to or call Hollie