Customer Resolutions Specialist

You will be responsible for providing great care and service to our holidaymakers and property owners before, during and after their holidays.

You will be taking inbound calls and emails, providing a positive and pro-active resolution service for any issues that customers may have before, during or after their holiday. This will vary from routine queries to complex issues and complaints, and you will need to work with the customer and colleagues across the business to achieve a solution that helps the customer have a great holiday.

You will be responsible for managing a caseload of customer contacts and ensuring customers receive a response within agreed service targets. You will also be responsible for keeping detailed written records of cases, and escalating any high priority cases in line with company policy.

About You

You will be a compassionate and customer-orientated team player with a commitment to great service and an ability to "think outside the box" in order to provide a solution. Previous experience in a customer services role is essential, and you will have a strong track record of successfully resolving complaints using excellent negotiation skills. 

You will have an excellent eye for detail, fantastic communication skills and an ability to maintain detailed notes on cases. You will be proactive, reliable and have an ability to spot problems to prevent them escalating before they happen. 

Experience in a sales or cross selling role would be beneficial (but isn't essential) and conflict resolution training or experience would be welcome but is not required. Experience in the travel and/or property sector would also be helpful, but full training will be provided. 

Although we work hard, we also believe in rewarding that hard work. In addition to competitive salaries, we offer a generous benefits package including:

  • 28 days holiday (including bank holidays)
  • Annual bonus scheme 
  • Staff pension 
  • Private Medical
  • Death in Service payment
  • Enhanced maternity and paternity pay
  • Long service awards - cash payments and increases in holiday allowances
  • Staff discount on cottage holidays
  • Free worldwide travel insurance (including family members)
  • Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office