About Us
At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.
About the Role
In this role, you will be responsible for efficiently managing and resolving customer complaints by working closely with internal teams and key suppliers. You will ensure that each case is handled with meticulous care and attention to detail, aiming to deliver the best possible outcomes for our customers. Clear and consistent communication throughout the process is essential, and you will strive to close all complaints in a timely and satisfactory manner. This position operates Monday to Friday, with working hours from 9:00 AM to 5:50 PM. We offer a hybrid working model, allowing you to work from home two days per week.
Principal Accountabilities
- Investigating & resolving Complaints - Carefully investigate travel-related complaints by collecting all necessary information from customers, suppliers, and internal sources to fully understand the issue.
- Delivering Excellent Customer Service – Address complaints with empathy and professionalism, keeping customers informed and managing expectations to ensure their satisfaction.
- Liaising with Travel Partner and Suppliers – Collaborate with travel suppliers to investigate issues, negotiate solutions, and foster strong partnerships for efficient complaint resolution and ongoing improvements.
- Ensuring Compliance and Quality – manage complaints following industry standards and company policies, ensuring accurate record-keeping for compliance and auditing
- Identifying Root causes and Trends – Record and analyse complaint data to spot trends and provide feedback for ongoing service improvements.
- Supporting Brand Reputation – safeguard the company’s reputation by handling complaints professionally and embodying brand values in every customer and stakeholder interaction.
- Time and Case management – Efficiently manage a caseload by prioritising urgent issues and ensuring timely resolution according to service standards and regulations.
Required Experience
- GCSE Maths and English (or international equivalent)
- Experience in dealing with a wide range of travel-related complaints, including booking errors, cancellations, delays, and service dissatisfaction.
- Strong written and verbal communication, empathy, and problem-solving skills are essential.
- Skilled in active listening to fully understand the customer’s concerns and needs.
- Clear and articulate verbal communication to explain resolutions and next steps effectively.
- Understanding of data protection regulations (e.g., GDPR).
- Proficiency in Microsoft Word for professional correspondence and documentation.
- Willingness to engage in ongoing training and development to stay current with best practices.
- Team player and approachabl
- Numerical skills
Our Benefits
- Competitive salary + annual bonus
- Flexible hybrid working
- Career development opportunities
- 25 days holiday (increasing to 28 after 5 years)
- Enhanced Maternity/Paternity pay
- 1 day paid charity day
- Company events and incentives
- 3x salary death in service benefit
- Pension scheme
- Private Medical Insurance or Healthcare Cash Plan
- Free breakfast and beverages
Inclusive Recruitment at Travel Counsellors
Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process. We believe diverse perspectives strengthen our team and encourage all to apply.
For more information about this role – and others – at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team at talentacquisition@travelcounsellors.com
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