Complaints Handler

  • by Work Advisor
  • Location Chester, Cheshire, UK
  • Salary not disclosed
  • 79 days ago
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Job Description:

Our client has been inspiring people to run their own travel businesses since 1992 and now has over 350 members.  As a member travel agency businesses benefit from increased buying power as well as on-going support from the support teams based at our Head Office in Sandycroft, just outside Chester.

We are now recruiting for two Complaints Handlers, based in Sandycroft (Deeside).  You will manage all customer and agent related complaints received. Meet agreed business timescales are coordinated and executed efficiently.

Job Accountabilities: 

  • Assess complaints accurately and effectively
  • Communicate professionally with travel agents, customers and third parties
  • Have specific responsibility for managing and resolving complaint, escalation issues from customers
  • Upon receipt of correspondence ensure written acknowledgements are sent in a timely manner
  • Ensure complaints are dealt with during the specified timescales
  • Accurately record any mention of personal injury in complaints and record and send to insurers
  • Accurately record all statistical information as requested by Operations Manager
  • Suggest and oversee improvements to complaints processes and systems



  • Deliver First Class Service to internal partners.
  • Communicate clearly, effectively and consistently with all internal and external partners
  • Adhere to all business SLA’s
  • Investigate all involuntary changes made by Suppliers and ensure information is correct


  • Assist Coordinator & Operations Manager in Recording all financial activity and issues relating to compensations  and reclaims
  • Coordinate accurate refunds with finance team

Other Tasks

  • Escalate to your coordinator/ OM, any issue that prevents you from meeting the business timescales set
  • Adhoc requirements requested by the business or coordinator/ OM

 Qualifications, Skills & Experience: 

  • Experience as a complaints handler
  • Personal injury claims knowledge
  • Accurate numeracy, written and verbal skills
  • A proactive approach to work
  • Be able to work on own initiative
  • Excellent negotiation skills
  • Ability to prioritise workloads and deliver within required timeframes
  • Enthusiastic, self-motivated and professional manner
  • Flexible and adaptive to change
  • Excellent communication skills both written and verbal
  • Excellent Microsoft Office skills
  • Job Type Permanent, Full Time
  • Work Authorisation United Kingdom
  • Industry Sector Customer Services
  • Years Experience 1+ years
  • Career Level Experienced (Non-Manager)
  • Educational level 'A' level/Higher or equivalent