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about 1 year ago
Salary: £21.5k per year
Location: London
Job type: Contract
Contact: Recruitment Team
Category: Customer Service Jobs, Holiday Rep Jobs, Online Jobs, Ski Jobs, Tour Operator Jobs

Travel and Tourism --Consumer Affairs Adviser/ Customer Relations Executive (six month contract)      

Key Responsibilities:

  • 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.
  • Willingness to learn and get involved.
  • Patience and calmness under pressure.
  • Good people skills and telephone manner.
  • Ability to handle difficult situations.
  • Flexibility.
  • Confidence.

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