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Travel Customer Relations Supervisor

Job Title: Travel Customer Relations Supervisor
Contract Type: Permanent
Location: Uxbridge and Victoria
Salary: 21000 - 26000
Contact Name: Alison Fox
Contact Email:
Job Published: over 2 years ago

Job Description


Initially Uxbridge – relocating to Victoria March 2020

Job Roles

  • Ensuring Customer Relations staff are setting up, Investigating and responding to  post arrival complaints within set guidelines.
  • Overseeing the whole team’s workloads and ensuring everyone is meeting targets with setting up complaints and with responses.
  • Full responsibility for escalations and responding to social media comments
  • Ensuring all suppliers are chased for timely responses and the appropriate reclaims made.
  • Reporting on number of compaints and complaint drivers/trends.
  • Liaising with suppliers regarding complaint issues
  • Responding to client post arrival complaints by letter/e-mail or by telephone fairly and in accordance to TTA guidelines including comeback responses 
  • Responding to email enquires
  • Handling client escalations face to face/telephone.
  • Problem solving, striving to resolve issues at first point of contact, providing updates, and escalating issues where appropriate
  • Facilitating the customer relations process including internal liaison with various departments, external suppliers, agreeing actions and ensuring all responses are sent by the agreed dates.
  • Using the internal systems (RESPOND and TOPTOG) to log and track complaints and correspondence
  • Full responsibility for producing weekly and monthly reports on departmental activity from RESPOND system.
  • Assist Customer Relations Manager with training and development of staff
  • Maintaining a full understanding of company processes, policies, product terms and conditions and contractual obligations
  • Attempt to recover payments from suppliers and identifying and escalate problem areas to Manager for further action/consideration.
  • Liasing with other departments to ensure any issues that arise are dealt with in the appropriate way.

Key Skill Required

  • Excellent Communication skills – verbal and written essential
  • Supervisory Experience
  • Experience in training and development of staff
  • Experience in responding to complaints in writing
  • Excellent telephone manner particularly when dealing with complaints
  • Travel industry experience within customer relations
  • Listening skills
  • Experience in travel systems - RESPOND particularly useful
  • Problem analysis and problem-solving (complaint handling)     
  • Attention to detail and accuracy
  • Customer service orientation
  • Initiative
  • Able to work in a sometimes-stressful environment