Full job descriptionCustomer Relations Advisor - Travel
Permanent | Hybrid Working (Mon-Fri) | £30,000 - £33,000

Are you an experienced customer service professional with a passion for delivering exceptional customer experiences and resolving complex issues with confidence and empathy?

Our client, a highly respected organisation within the travel sector, is seeking a Customer Relations Advisor to join their collaborative and growing team. This is an exciting opportunity to take ownership of customer cases, manage complaints through to resolution, and play a key role in ensuring customers receive outstanding support throughout their journey.

Offering hybrid working, a supportive environment and genuine opportunities for development, this role is ideal for someone who enjoys problem-solving, taking initiative and making a positive impact.

Key Responsibilities*Manage customer and member enquiries, providing professional, accurate and timely support.
*Handle complaints through a dedicated complaints telephone line, ensuring a positive and fair resolution wherever possible.
*Take ownership of customer cases from initial contact through to completion.
*Maintain accurate case records and manage workflows through a CRM system.
*Work within service level agreements (SLAs) and ensure all deadlines are met.
*Liaise closely with the Legal team regarding disputes, complaints and case outcomes.
*Manage inbound and outbound calls as required.
*Attend dispute resolution events and present information confidently when necessary.
*Provide customers with guidance, support and clear information throughout the resolution process.
*Identify opportunities to improve customer experience and internal processes.
*Build and maintain positive relationships with customers, colleagues and external stakeholders.
Skills & Experience Required*Previous experience within customer service, customer relations, complaints handling or case management.
*Excellent verbal and written communication skills.
*Strong interpersonal skills with the ability to manage challenging conversations professionally.
*Experience using CRM systems and maintaining detailed, accurate records.
*Ability to prioritise and manage multiple cases simultaneously.
*Confident working independently and taking ownership of workloads.
*A proactive, solutions-focused approach.
*Comfortable making decisions and communicating effectively with stakeholders at all levels.
*Ability to work successfully within deadlines and service standards.
*Confident presenting information to groups where required.
*Strong attention to detail and organisational skills.
*Travel industry experience is advantageous but not essential.
What’s On Offer*Competitive salary of £30,000 - £33,000.
*Hybrid working arrangement.
*Opportunity to join a respected organisation within the travel sector.
*Supportive, collaborative and inclusive culture.
*Varied and engaging workload with genuine responsibility and autonomy.
*Ongoing training and professional development.
*Career progression opportunities.
*The chance to make a meaningful impact on customer experience and service delivery.
As specialists in business services recruitment London, Morgan Spencer Recruitment London partners with leading organisations to connect exceptional talent with outstanding opportunities. As trusted London recruitment consultancy specialists, we recruit across customer service, operations and business support recruitment London, helping professionals find roles where they can thrive and develop long-term careers.
Apply Today If you are a motivated and customer-focused professional who enjoys resolving issues, building relationships and delivering exceptional service, we would love to hear from you.
We encourage applications from individuals with the skills, experience and potential to succeed in this role, regardless of sector background.
Morgan Spencer is committed to equality, diversity and inclusion. We welcome applications from all suitably qualified candidates regardless of background, identity or circumstance.
Confidentiality & GDPR:
All applications are handled with the strictest confidentiality and processed in accordance with UK GDPR and data protection legislation. Your personal information will only be used for recruitment purposes and will never be shared without your consent.
Morgan Spencer Limited, registered in England & Wales No: 4254114