Customer Resolution Executive

Customer Resolution Executive

Why work for us?

As the fastest growing online travel agent, our mission is to open the world to everyone. We are taking loveholidays to the next phase of successful growth by harnessing our strength in short haul beach holidays.

It is an exciting time to join loveholidays as we celebrate our 10th anniversary and continue to grow.

Job purpose:

The Customer Resolutions Executive within the Supplier Relocations team has ownership of booking issues for the customer journey. They assist with maintaining a fantastic customer experience whether before customers enjoy their holiday.

Knowledge, skills and experience required:

• Demonstrable experience working in a travel operations environment.
• Excellent customer service skills.
• Flexible approach to problem-solving.
• Excellent administrative skills.
• PC Skills including Google suite experience
• Second language(s) including Spanish, Turkish, German, Italian and Nordic languages (desirable).
• Knowledge of systems such as GAL (desirable).
• iVector experience (desirable – training will be provided on iVector)
• Exposure to a complaints environment (desirable)
• Bespoke letter writing skills (advantageous)

Key result areas:

• Communicates with customers to find the best solutions, ensuring that end-suppliers offer fair alternatives in line with guidelines.
• Proactively sources solutions for customers directly when current suppliers are unable to do so.
• Deals with customers internally and externally to ensure margins are maintained and customer impact minimised at all stages of booking disruption.
• Liaises and builds rapport with all suppliers, ensuring loveholidays customers receive the maximum support available.
• Works with the direct contracting team to ensure that any issues that arise with directly contracted hotels are resolved quickly.
• Reports any property issues to the relevant teams, ensuring we share information in real time to update content.
• Processes manual booking updates to include basic data entry and booking administration.
• Manages cases from end-to-end, giving a consistent service to customers.
• Processes cancellations and obtains refunds from suppliers.
• Works through booking query reports and fixes booking issues both internally and with suppliers; stopping any issues pre-travel.
• Works across our in-house and 3rd party systems to manage booking queries as required.

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer several benefits:

• Company pension contributions at 5%
• Training budget for you to learn on the job
• High degree of autonomy in a strong collaborative environment
• Discounted holidays for you, your family and friends
• 25 days of holiday (plus 8 public holidays)
• Subsidised gym memberships
• Cycle to work scheme, season ticket loan and eye care vouchers
• Remote First, Home based with only 1 day per month required in the office

Location: Home-based, Remote status, Hybrid Remote
Salary: £20,000 - £22,500

Ref: 135 170