Customer Relations Advisor – Travel

About the role

Join a respected travel organisation as a Customer Relations Advisor, delivering high‑quality support and resolving complex enquiries. You will own customer cases from first contact through to resolution, ensuring a smooth journey for every traveller.

Key responsibilities

• Manage inbound and outbound customer and member enquiries via phone and email.
• Handle complaints through a dedicated line, aiming for fair and positive outcomes.
• Maintain accurate case records and workflow in a CRM system.
• Work within service level agreements and meet all deadlines.
• Liaise with the Legal team on disputes and case outcomes.
• Attend dispute‑resolution events and present information confidently.
• Identify and suggest improvements to the customer experience and internal processes.

Required profile

• Previous experience in customer service, complaints handling or case management.
• Excellent verbal and written communication with strong interpersonal skills.
• Ability to manage multiple cases, work independently and take ownership of workload.
• Proactive, solutions‑focused attitude and comfortable making decisions.
• Strong attention to detail and organisational abilities.

Required skills

• Experience using CRM systems and maintaining detailed records.

What we offer

• Hybrid working (Monday‑Friday) with a supportive team environment.
• Competitive salary of £30,000‑£33,000 per year.
• Opportunities for professional development and career progression.