Job Description

Overview

To manage and resolve customer complaints efficiently and empathetically, ensuring a positive customer experience while adhering to company policies and regulatory requirements.

Responsibilities

Receive, log, and acknowledge customer complaints via phone, email, or online platforms. Investigate complaints thoroughly by liaising with relevant departments. Communicate clearly and professionally with customers throughout the resolution process. Whilst building strong guest relationships, you will look for opportunities to convert quotes and secure bookings throughout the season. Flex your communication styles through inbound, outbound and digital channels to suit our guests needs. Provide timely resolutions in line with service level agreements (SLAs). Escalate complex or unresolved issues to senior management when necessary. Maintain accurate records of complaints and outcomes for reporting and analysis. Identify recurring issues and suggest improvements to prevent future complaints. Ensure compliance with industry regulations and internal policies.

Person Specification

Excellent verbal and written communication skills Strong problem-solving and analytical abilities High level of empathy and patience Ability to remain calm under pressure Attention to detail and accuracy Proficiency in CRM systems and Microsoft Office Knowledge of complaint handling regulations (e.g., FCA, GDPR) is a plus Minimum of 1-2 years in a customer service or complaints handling role Experience in Sales, including B2C GCSEs (or equivalent) in English and Maths; further education is a plus
Job Types: Full-time, Permanent

Pay: 25,500.00 per year

Benefits:

Company events Company pension Employee discount Free flu jabs Free parking Health & wellbeing programme Referral programme Sick pay
Work Location: In person

Expected start date: 08/12/2025