Senior Customer Service & Operations Executive

  • 138 Holborn, London EC1N 2SW, UK
  • Full-time
  • Contract type: CDI
  • Department: Customer Service

Company Description

Voyage Privé is a private company that was launched in 2006 in France and has since grown to become the world’s leading by-subscription-only travel site. 

Since then, the company has expanded operations in Spain, Italy, the UK, Belgium, Netherlands, Switzerland and Germany and currently has over 20M members combined with annual gross revenues of €560m in 2017 with healthy profits.

Job Description

Reporting into the Head of Operations and based in our central London office, this pivotal role is to act as an escalation point for complaints, offering the appropriate advice to ensure repeat bookings are maximised, and losses to the company are minimised. We are looking for someone with a strong complaints handling background within the Travel sector, who understands ABTA regulations. You will be someone who enjoys problem solving and you are equally happy to speak to customers, as well as write to them when required, to solve their issue. In addition, you will also be involved with other escalated operational matters to provide advice and sign off on costs where necessary. We are looking for someone who has a natural passion to provide outstanding customer service, and who understands the importance of dealing with customers empathetically, quickly and efficiently.

Tasks and responsibilities:

Complaints Handling 

·         Provide advice for any escalated complaints ensuring we are complying as per ABTA guidelines and the Package Travel Directive

·         Liaise with internal departments and suppliers to assist in the investigations and to agree on settling any costs as required

·         Where required respond directly to the customer (via telephone and/or email) to settle complex complaints

·         Respond to complaints escalated to ABTA

·         Liaise with our Legal team and Insurers for any personal injury and sickness complaints, providing  all findings to our Insurers/Solicitors for any claims referred to them

·         Take corrective action in order to prevent further complaints and regularly liaise with departments both in the UK and overseas to raise issues

·         Track that post departure complaints are being logged correctly, and regularly analyse them to review trends

·         Audit the treatment of complaints by the Call Centre to ensure they have been handled correctly

·         Provide advice for replying to Social Media posts as required, and where necessary respond to escalated Social Media posts

·         Sign off on costs to make sure complaints are resolved so that the customer is satisfied with the outcome whilst protecting company profits

·         Liaise with suppliers and our Finance team  to maximise the recovery of lost monies due to complaints, and ensure suppliers are chased for any outstanding monies

·         Ensure all pay outs to customers are recorded correctly to be able to accurately report on losses and key issues 


Operational Support and Other Responsibilities

·         Assist with the management of escalated operational emails which may relate to hotel, transfer or other general queries when required

·         Provide advice and support to the Call Centre for escalated operational matters

·         Assist in preparing the content of bulk email communications to customers for incidents, policy changes affecting their bookings, and other appropriate matters

·         Sign off on any costs above a pre-defined threshold, and escalate any high costs to the Head of Operations

·         In conjunction with the Head of Operations, proactively look for process changes to enhance the customer experience

·         Liaise with suppliers to support special customer requests or to push suppliers to assist us when required

·         Liaise with internal departments and suppliers to take corrective action to prevent any further occurrences on any operational matters

·         Act as a back up to process any requests for member’s accounts to be deleted

·         Any other responsibilities as required within the skillset or experience of the individual



·         2+ years’ experience in dealing with complex post departure complaints within a travel company

·         Excellent written and spoken English is essential

·         A natural flare for problem solving

·         Experience in liaising directly with customers and suppliers with an empathetic and patient approach

·         Excellent attention to detail

·         A thorough understanding of ABTA and ATOL guidelines and other related legislation, such as the new Package Travel Directive

·         An ability to work under pressure and remain calm

·         An ability to confidently make decisions and to work autonomously

·         A multi-tasker who is flexible

·         Degree educated (desirable but not essential)

·         Fluency in French would be a bonus


  • ·Competitive starting salary
  • Extremely generous monthly salary top-up based on achievable targets
  • Access to discounts on all amazing Voyage Privé flash sales
  • Contributory pension scheme
  • 25 days annual leave
  • Fantastic place to work in a beautiful building in Farringdon
  • Regular social events organised
  • Employee benefit platform (Perkbox)