Customer Resolution Multi Skill Specialist

Travel + Leisure Co.; Greater London; On-site; GBP 27,000 - 38,000; Full time

Job summary

Travel + Leisure Co. is seeking a Customer Resolution Multi Skill Specialist to support members, travel partners and suppliers by handling escalated calls and emails, and by making outbound calls.

The Specialist resolves issues and applies RCI policies to ensure a positive travel experience. You will use critical thinking and empathy to guide interactions, interpret membership terms, and collaborate with other departments to deliver consistent service and memorable experiences for travelers

Qualifications

• Strong customer focus and empathetic communication.
• Knowledge of RCI products and programs including Weeks, Points, Clubs, ARN and Affiliates.
• Experience processing transactions and handling web-related issues and product inquiries.

Responsibilities

• Handle escalated calls and emails from members, affiliates, and partners.
• Place outbound calls and resolve issues using critical thinking and speed.
• Interpret RCI policies and programs and provide guidance to resort staff.
• Support other departments to ensure a positive travel experience.

Skills

Customer focus

Empathy

Communication

Critical thinking

Job description

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.

The Customer Resolution Multi Skill Specialist provides support for members, guides, affiliates, travel and cruise partners, suppliers, and hotel employees by providing support for RCI members and non-member programs. The Specialist will receive escalated calls and emails, as well as place outbound calls. The Specialist is empowered to act in a supervisor capacity when working to resolve issues, offer guidance, address check-in concerns and relocations, and handle exceptions. Due to the nature of the issues handled and the urgency of most situations, the Specialist will utilize critical thinking skills and decision velocity to create and mitigate the best outcome for all interactions with our affiliates, members, and travel partners. As part of this team, the Specialist is trained to assist and collaborate with other areas and departments in account resolution to ensure a positive and memorable travel experience that encourages repeat business.

Successful Customer Resolution Multi Skill Specialists demonstrate a strong customer focus and the ability to communicate empathetically while building rapport with dissatisfied members and customers. The role requires comprehensive knowledge of RCI products and programs, including Weeks, Points, Clubs, ARN, Non-Member Travel Clubs, 7Across, and Affiliates. Specialists are responsible for accurately interpreting and administering RCI and non-member policies, procedures, membership terms and conditions, and documentation standards. Key duties include processing transactions, addressing web-related issues and product inquiries, and providing approved scripting and guidance to internal teams and resort staff to ensure consistent and effective customer interactions.

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 [e-mail], including the title and location of the position for which you are applying.