At a Glance
- Tasks: Help customers turn their holiday dreams into reality by resolving complaints and providing expert advice.
- Company: Join Travel + Leisure Co., a leading global travel and hospitality organisation.
- Benefits: Enjoy a fun, inclusive environment with opportunities for career growth and development.
- Other info: Be part of a supportive team that celebrates success and fosters a positive work culture.
- Why this job: Make a real impact on customer experiences while working in the exciting travel industry.
- Qualifications: Strong communication skills, empathy, and a passion for customer service are essential.
The predicted salary is between 25000 - 30000 £ per year.
We Put the World on Vacation
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands.
Our dedicated associates help the company achieve its mission to put the world on vacation.
Innovation and growth keep our work interesting and fun.
Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
Travel + Leisure Co. is looking for a passionate professional who will actively contribute to our company vision of making holiday dreams come true.
In this role, you will support the wider business by providing guidance and expert advice to help navigate customer resolutions that both protect the company and deliver customer‑focused outcomes.
The Role
You will lead the effective recovery and resolution of customer complaints, working closely with customer‑facing managers to ensure they are equipped with the right tools and insights to manage operational feedback and drive positive customer outcomes.
- PRINCIPAL RESPONSIBILITIES (Include but not limited to:)
- Ensure professional responses by Customer Care team to escalated complaints formally through the Company’s Internal Dispute Resolution Process ensuring compliance within Company Guidelines and applicable regulatory requirements
- Monitor allocated Customer feedback channels, responding and managing appropriate complaints and feedback
- Researching all queries/complaints thoroughly and providing detailed accurate account information as required
- Liaise with and support client group from allocated portfolio to assist customer facing managers utilise the Customer Care Toolkit and enhance their recovery and customer engagement abilities
- Expedite resolutions and document formal responses through detailed research and information analysis with the various relevant Departments where applicable
- Manage compensation allocation in line with Company policy
- Apply company policies and procedures to complaints/requests received
- Liaising with and providing information to a variety of internal and external Customers in written and over the phone (inbound and outbound)
- Effectively use Internal Operating Systems, Customer Hub, IRIS, CSS, Onbase and Salesforce
- Make every effort to aid in ‘one point resolution’ by being able to assist owners with bookings and other requirements
- Explain verbally or in writing any element of the Club Wyndham South Pacific Product and Club Rules and Guidelines including all material disclosed in the Prospectus or Product Disclosure Statement and Sales and Marketing literature
- GENERAL
• Demonstrate values in line with our Heart Beat core values!
- Display innovation through inspiring, creating and improving processes and products.
- Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
- Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible
- Represent the Company in an ethical, moral & professional manner
- Fully observe & remain compliant at all times with Company Policies & procedures
- Fully observe & remain compliant at all times with all OH&S practices, policies & procedures
- Ensure that all reasonable directions given with regards to health and safety are followed, to not willfully place at risk the health and safety of yourself or any person in the workplace and to not willfully or recklessly interfere with or misuse anything provided for health and safety
- KEY POSITION CRITERIA
- Strong personal values regarding customer service, delivering on the promise and integrity in all activities
- A genuine enthusiasm in the Club Wyndham South Pacific product and helping owners utilize their ownership by providing exceptional and personalized service.
- Demonstrated empathy and a highly positive demeanor
- Exceptional written and verbal communication skills, and active listening skills
- Exceptional problem-solving ability proven ability to implement alternative methods to achieve goals in the face of obstacles
- Ability to quickly build rapport at all levels
- Sound problem solving and negotiating skills
- Positive and enthusiastic attitude and ability to inspire same in others
- Excellent facilitation and teambuilding skills with ability to work with people at all levels
- Intermediate knowledge in Microsoft products including Excel, Word & Outlook
- Ability to take direction when instructed and to make independent decisions when necessary
- Must be a team player willing to foster a positive working environment
- Attention to detail, thoroughness and accuracy
- Thorough understanding of Club Wyndham South Pacific guidelines and regulations (per Governing Documents), WDAP sales and incentive programs for Club Owners and exchange company rules (Lifestyle, RCI, Wyndham Rewards, Our Vacation Centre etc.) for the ability to explain, justify and communicate these to owners in verbal or written forms.
- Strong personal values regarding customer service, delivering on the promise and integrity in all activities
Why Join Travel + Leisure Co.?
- Be part of a global, well‑established travel and hospitality organization
- Exposure to regional SEA partnerships and hotel marketing initiatives
- A role that builds commercial, partnership, and coordination expertise in a structured environment
- Where Memories Start with You
Hospitality is at the heart of all we do at Travel + Leisure Co.
Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another.
We’re always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience.
Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.
If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to My Career@travelandleisure. com, including the title and location of the position for which you are applying.
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Customer Care Specialist employer: Travel + Leisure Co.
At Travel + Leisure Co., we pride ourselves on being a people-first employer, fostering a culture of collaboration and support. As a Manager in Financial Operations, you'll not only lead a dedicated team but also have access to extensive career development opportunities within our global organisation. Join us in creating exceptional vacation experiences while enjoying a dynamic work environment that values innovation and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Travel + Leisure Co.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Travel + Leisure Co. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Travel + Leisure Co.:Your cover letter is your chance to shine! Tell us why you want to work at Travel + Leisure Co. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Travel + Leisure Co.!
How to prepare for a job interview at Travel + Leisure Co.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
