Travel and Tourism Consumer Affairs Adviser/Customer Relations E

Prospects 4 Travel Limited
London, South East England
07 Jul 2017
06 Aug 2017
Contract Type
Full Time

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.