Disclaimer: Hunt UK Visa Sponsors aggregates job listings from publicly available sources, such as search engines, to assist with your job hunting. We do not claim affiliation with Travel Chapter. For the most up-to-date job details, please visit the official website by clicking "Apply Now."
Employment Type: Full Time, Permanent
Hours of Work: Shifts to cover Monday - Sunday, 8am - 10pm
Location: Office based
What you’ll do:
As our Complaint Manager, you'll provide exceptional customer service with a personal touch as you play a vital role in our commitment to quality and service.
As part of your everyday role, you will:
- Embrace the 'phone first' strategy to ensure a personalized approach to the complaints process.
- Proactively manage your caseload, from workflow allocation to collaborating with customers, internal teams, and suppliers.
- Adhere to our complaints framework and scenario matrix.
- Demonstrate the confidence to take ownership and make clear and concise decisions, even in complex commercial scenarios, while maintaining high customer service standards.
- Identify process and procedural gaps for potential improvement and training.
- Conduct Root Cause Analysis to pinpoint causes, solutions, and actions for significant reductions in complaints.
- Communicate effectively and proactively with senior managers and stakeholders.
You’ll have:
We know that the perfect candidate who ticks every box doesn’t exist, so if you’re excited by the role and can do most of the below, please get in touch – you could be exactly what we need!
Ideally, we're looking for:
- A passion for delivering the personal touch within the complaints process.
- Proactive caseload management skills.
- Familiarity with complaint frameworks and scenario matrices.
- Confidence in taking ownership and making complex decisions without compromising customer service.
- A knack for identifying process and procedural gaps for potential improvements.
- Experience with Root Cause Analysis reporting.
- Strong communication skills to liaise with senior managers and stakeholders effectively.
- Willingness to engage in complaint workshops and training programs.
- A focus on providing valuable customer feedback and internal compliance feedback to management.
You’ll get:
We believe in taking care of our team. In addition to joining a rapidly growing company with a fantastic culture and a focus on employee development, you’ll also receive a competitive salary and benefits, including:
- 25 days’ paid holidays plus bank holidays.
- A special day off for your or a loved one’s birthday.
- £500 towards a holiday of your choice.
- A paid day to volunteer with a charity close to your heart.
- Friends and family discount scheme.
- Life assurance for your peace of mind.
- Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts, and more.
- Exciting social events, including our famous Christmas parties!
Who are we?
We’re Travel Chapter – the holiday home people – and we’re on a mission to showcase great places to stay in the UK. While we’ve grown over the years from a small South West holiday letting agency to one of the market leaders in the industry, we’ve never lost sight of our strong family ethos and we keep the same values at the heart of everything we do. Along the way, we’ve nurtured a caring and collaborative culture that drives us forward and keeps our team inspired and motivated every day.
The people behind our company are at the heart of everything we do and it’s a place where everyone is welcome; a place that’s friendly and fair; a place that encourages people to be bold, explore new ideas and push the boundaries of what they do every single day.
We are passionate about what we do and we take a common-sense approach to getting things done. Inevitably, things go wrong from time to time and we do everything we can to make it right. We learn from it and adapt, remembering to stay curious and never stop evolving.
Diversity is key to our success, and we work hard to make sure we’re inclusive. Please let us know if you need any adjustments made to the application or selection process so you can do your best - we’ll be happy to help.
