Complaint Resolution Agent

Posted 9 March by Gerrard McCall Ltd

Complaint Resolution Agent



Gerrard McCall are currently recruiting on behalf of an ambitious and growing winter sports tour operator based in London.

The company:

This is a new role in a dynamic and growing company. Currently seeking a Complaint Resolution Agent, who is passionate about delivering outstanding customer service whilst preserving the interest of the company.

As a Complaint Resolution Agent you will be the primary point of contact for customers with feedback/service issues. You will be working closely with the Customer Care Manager to ensure that all customers’ correspondence and complaints are dealt with effectively, accurately and within set deadlines.

The role:

  • Investigating and resolving problems will be the main day to day responsibilities
  • Responding to customer complaints via numerous sources such as post, email, telephone and social media
  • Communicating with resorts to gain responses to questions regarding customer complaints to support the response process
  • Communicating with guests on social media and forums to thank them for their positive responses and to engage with guests who have made negative comments to find resolutions
  • Offering compensation, vouchers or discounts in appropriate cases
  • Keeping all case notes up to date and following up on all points until a resolution is reached


  • Previous experience writing responses to complaints and updating customers
  • A high level of attention to detail
  • The ability to remain positive whilst working with challenging customers and to strict deadlines
  • Excellent verbal and written English
  • Motivated and with a proven background of problem solving
  • Must have previous experience in an office based customer service (complaints response team) / administration role

Please apply now for consideration

Required skills

  • Complaints
  • Correspondence
  • Customer Service
  • Resolving
  • Writing

Application question

Do you have experience responding to complaints?

Reference: 34653597

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