ITC logo

Customer Resolution Executive

Job Purpose

As a Customer Resolution Executive, you will be responsible for handling and managing customer complaints and concerns for the ITC brands in a timely and efficient manner and within minimum standards and regulatory timeframes. You will serve as the primary point of contact for customers who have issues with our products or services, working to resolve their complaints while maintaining a positive customer experience.

Job Description

  • Receive and respond to customer complaints via various communication channels, including phone calls, emails, and social media platforms
  • Ensure our responses adhere to ABTA minimum standards, procedures and timeframes. Engage legal support through our ITC legal partners as and when needed with support from the Head of Ops / Cont Improvement Manager
  • Develop and implement strategies to resolve customer complaints in a timely and satisfactory manner
  • Liaise with internal teams, such as product, aviation, sales & client services to facilitate problem-solving and ensure resolutions align with company policies and standards
  • Provide feedback to management on potential process enhancements or product improvements based on customer feedback

The role will be based in the Chester office and is full time, with hybrid working available.

There are many benefits to being part of the team at ITC Travel Group, some of these are:

  • Holiday allowance starting at 25 days plus bank holidays, increasing with length of service
  • Hybrid and flexible working opportunities
  • Paid volunteering days
  • Ongoing training and development including overseas educational trips
  • Access to discounts and offers on your own holidays
  • Enhanced family friendly benefits
  • Plus more!

We also really value our culture and you can read more about this in our own Culture Deck.

How to apply

If you possess the experience, attitude and passion to make a real difference to our business, then please apply below.

Application Form
Our passionate commitment to fulfilling and exceeding our clients' dreams and desires is at the heart of what we do.
Step 1 of 3
PDF, Word Document (.doc, .docx) accepted. Max file size: 4mb