Customer Service Administrator

About the role

Our client, a well‑established consultancy in the UK travel industry, is seeking an experienced Customer Service Administrator to join their expanding team at London Bridge. Working hybrid, you will be the first point of contact for customers and member businesses, delivering expert guidance and resolving enquiries across multiple channels.

Key responsibilities

• Manage incoming customer correspondence (email, letters, calls) efficiently and professionally.
• Log and maintain accurate records in the CRM system within agreed timeframes.
• Respond to enquiries in line with service standards and deadlines.
• Identify complex or high‑risk cases, including potential legal claims or arbitration matters.
• Liaise with members and internal departments for escalations and potential breaches of industry codes.
• Provide clear advice on options and next steps, supporting dispute‑resolution processes.
• Maintain comprehensive documentation and case records.
• Contribute to wider initiatives such as member engagement events and presentations.

Required profile

• Excellent written and verbal communication with a high standard of literacy.
• Strong customer‑service background, preferably in disputes or complaints handling.
• Calm and professional approach under pressure.
• Strong interpersonal skills and confident telephone manner.
• Ability to manage challenging conversations with empathy and clarity.
• Flexible, proactive and eager to learn.

Required skills

What we offer

• Competitive salary of £28‑30k per year.
• Hybrid working arrangement (office‑based and remote).
• Supportive team environment with clear development pathways.
• Opportunity to work in a respected organisation within the travel sector.