loveholidays Looking for Post-Travel Complaints Agent at London , South East England Full Time

Post-Travel Complaints Agent

Do you have a passion for customer care as well as travel? If so, you could be the next superstar Agent to join the UK’s fastest growing online travel agent!

In the role of Post-Travel Complaint Agent, you will take ownership for managing, acknowledging and responding to complaints after the customer has returned from their holiday.

Responsible for the delivery of exceptional customer experience whilst swiftly and accurately responding to and resolving all associated requests and queries.

Exceptionally high quality written communication skills are a must due to customer contact primarily conducted via email.

Empowered to create a fantastic customer experience, even when difficulties arise, providing feedback internally to help improve agent knowledge and process improvements.

Accountable for fully resolving all incoming queries to the customer’s complete satisfaction (including complex and challenging situations from all customer groups)

As a customer service champion, you will put the customer at the centre of everything you do and share ideas for the continual improvement of the overall customer experience

Knowledge, skills and experience required:

• Experience of working in a travel operations environment (preferred)
• Previous customer relations/ customer service experience
• Strong focus on customer care and complaint resolution
• Excellent written communication skills – spelling and grammar
• Creative skills for contributing new and innovative ideas
• Ability to act on own initiative and prioritise workload
• Accuracy and excellent attention to detail
• Problem-solving skills
• PC skills including Google Dashboard (Gmail, Google Sheets/ Docs)

Key result areas:

• Communicates with customers and suppliers to find the best solution, ensuring that offers are fair and in line with guidelines
• Sources solutions for customers directly when current suppliers are unable to do so
• Taking end to end ownership for the resolution of all customer enquiries and contacts. Manage all queries through to resolution
• Liaises and builds rapport with all suppliers, ensuring loveholidays customers receive the maximum support available
• Complying with all regulatory and governance requirements
• Reporting recurring customer issues to management/relevant teams
• Participate in regular 121s and team meetings with your manager
• Being a role model for the team demonstrating outstanding personal behaviours and performance
• Attend supplier meetings virtually to discuss ongoing cases

Location: Home based
Contract Type: Full Time, Permanent
Hours: 37.5 hours per week
Salary: Competitive
Benefits: Working for loveholidays means you are eligible for discounted holidays for you plus your family and friends and discounted gym membership. The head office holds weekly drinks in the kitchen and you will also have access to subsidised snacks and free fruit in the office. You will have the chance to get involved with monthly social events, seasonal parties and will receive full induction training in your first weeks.

You may also have experience in the following: Complaints Resolution, Complaints Coordinator, Complaints Handler, Complaints Handling, Customer Service Coordinator, Customer Service Team Leader, etc.

Ref: 132 599