Travel and Tourism Consumer Affairs Adviser/Customer Relations

Prospects 4 Leisure Travel
£21,500 per annum
04 Feb 2018
04 Mar 2018
Contract Type
Full Time


  • 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

About You

  • 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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