Full Time

Complaints Handler

Closing Date Friday 2nd July 2021

Employment Type

Full Time


Home working and Head Office in Bideford as required

The Role

The Travel Chapter Group, incorporating Holidaycottages.co.uk and other holiday cottage acquired businesses, is an award-winning holiday letting company with over 30 years’ experience specialising in quality holiday properties across the UK.

We pride ourselves on our extensive and varied portfolio of properties, and always strive to exceed the expectations of our holidaymakers and property owners alike. With over 350+ staff across the UK,  a thriving portfolio of 7000+ properties across the UK and taking 150,000+ bookings a year, you can expect to work in a progressive and agile team.

We’re proud of our award winning reviews received from holidaymakers, however, as hard as we try, it’s inevitable with the number of holidays we provide a year, to receive some forms of dissatisfaction about the service we have provided or with the property they are staying in.

We are passionate about delivering brilliant holidays and excellence to our customers and owners alike. We are looking for somebody who is able to resolve any complaints arising at any point during the customer journey (pre-booking through to post holiday).

You will be required to provide a first-class experience to customers and owners with an effective complaints resolution that balances both the customer, owner and business needs.

You will take a hands-on and multi-tasking approach to complaint resolution by offering direct front-line customer support, with a focus on dealing with holiday makers and owners and investigating complaints and escalations.

Feeding back through this journey to relevant parties to ensure we develop our overall customer experience.

We are looking for
  • Experience handling complaints
  • Excellent written and verbal skills, with the ability to deliver difficult messages given the nature of the role
  • Ability to empathise with the customer and understand their circumstances
  • Willingness to act as a trouble shooter, flexible in approach and able to consider different and new ways of working
  • Ability to use a variety of technology channels
  • High attention to detail
  • Ability to analyse information to identify trends that can help with root cause analysis and make recommendations for the future
  • Upbeat, confident in approach, enjoy challenges and have energy and enthusiasm to drive yourself and others
  • Enjoy working together with others to achieve results and share expertise
  • Organisational skills, ability to plan ahead

Hours of work:

  • 37.5 hours per week
  • 5 days per week between Monday and Sunday
  • Working hours will range between 8am – 10pm.
What will you be doing?

Main Responsibilities:

  • Quality - Answering customer issues in a responsive, sensitive, calm and professional manner. Working as part of a team and using initiative when working independently.
  • Service - Investigating and resolving customers' problems, which may be complex. Communicating courteously with customers by telephone and email.
  • Responsibility for handling complaints, whether through escalation from Customer Support Advisors or via direct channel within agreed SLA’s, including all social media.
  • Ensure that referred complaints are handled with a balance between customer and business needs
  • To ensure that the customer experience is in line with Travel Chapters customer service ethos, core values, policies and processes.
  • Ownership of the customer journey in its entirety from initial complaint through to resolution, working with relevant teams where appropriate
  • Maximises opportunities to repair relationships with our customers to retain their business and create Travel Chapter fans
  • To ensure complaints are correctly identified, logged and dealt with within agreed timeframes
  • Ability to forensically investigate complaints in an independent, impartial and non-judgemental way and provide a full and detailed explanation/response to complaints.
  • To co-ordinate, collate and communicate information effectively to customers and management both verbally and in writing to resolve the complaints.
  • To engage with Property owners and relevant teams to gather and use information to determine the root cause of complaints
  • To demonstrate sound business judgement in decision making and an ability to escalate where appropriate.
  • To be flexible to the needs of the business and team
  • To undertake any other tasks or ad hoc tasks as required by the Complaints Manager
  • Constantly looking for ways to improve and drive the department forward
What's in it for you?
  • Competitive Salary
  • Company Pension Scheme 
  • Travel Chapter Employee Rewards - Exclusive staff discounts
  • Healthcare Cash Plans
  • Employee Assistance Programme
  • Life Assurance Scheme
  • Exclusive staff holiday discounts  
  • 25 days holiday per year plus bank holidays
  • Cycle to Work Scheme
  • Regular social and team events
  • A relaxed, friendly and fun work environment
  • Time for training and self-improvement
  • Highly effective, motivated and supportive team members!