Ensure that correspondence (letters/emails) are registered and scanned on the Database within 24 hours of receipt.
Ensure that all correspondence is dealt with properly and within the timeframes as agreed with the Consumer Relations Manager/ customer relations team .
To identify any potential court claims, arbitrations or other serious complaints and liaise with Members.
Knowledge of the ABTA Code of Conduct.
Where appropriate approach Members and refer cases to the Legal Department, Destination and Sustainability and/or ABTA’s Claims Handling Partner.
Advise consumers (travellers) how they can pursue matters and advise on the options available should the dispute remain unresolved.
Ensure that records are kept of correspondence with clients and members and that, where appropriate are kept within the relevant Drives.
Provide information and data to Members through visits, presentations, or other events.
When required ensure that Arbitration Claims are processed in accordance with the Scheme Rules and Guidelines
Key Skills
Literacy – the Consumer Affairs Adviser will have a high standard of literacy and excellent communication skills.
An understanding of the ABTA Code of Conduct.
Experience in the travel industry of dealing with complaints.
