dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.  

We are now recruiting for Customer Resolution Advisors to join us at our UK flagship office in Leyland.  

This is great opportunity to join a fast paced and exciting industry where no 2 days are quite the same. You will be the first port of call for our customers who may have an issue before they travel or whilst on holiday. 

Day to day you will be providing great service to customers who may sometimes be in a distressing situation and you’ll work hard to resolve issues quickly so that our customers’ can enjoy their holiday. This could include: 

• Name changes with airlines 
• Health & safety/welfare issues whilst in resort 
• Crisis/Trauma Management  
• Mitigation on losses  
• Hotels unable to locate customer reservations 
• Airport issues 
• Complex resolution 

Our ideal candidate must have previous travel industry experience, ideally combined with GDS knowledge as well as impeccable customer care skills. 

Hours: 37.5 hours per week, 5 days over 7, between 9am and 6pm.  

To be considered for this role, you need to have the following: - 

• Previous travel industry experience, ideally having used GDS 
• Outstanding customer service and administration experience 
• Excellent communication and negotiation skills 
• Problem solving skills – the ability to investigate and find the root cause of an issue 
• Able to remain calm under pressure 
• Attention to detail 
• IT literate 
• Knowledge if airline contracts, booking processes - desirable 

For more information, please click on the job description below 

Our bright, modern office in Leyland is located just 5-10 minutes from junctions 28 and 29 of the M6. We have some fantastic benefits, making us a great place to work: 

• 25 days annual leave, increasing to 28 days after 5 full years of service (+ bank holidays) 
• Additional annual leave purchase scheme 
• Company pension scheme 
• Life assurance 
• Low-cost health care for you and your family 
• Employee Assistance programme 
• Mental Health First Aiders 
• Ongoing development – we have an in-house People Development Team
• Travel discounts – we have a dedicated Staff Travel Team to source the best deals for our people
• Industry/social events – including supplier events, office socials & parties and pop-up shops
• Cycle to work scheme 
• Long service awards 
• Reward & recognition programme 
• Belong programme - Employee Resource Groups (ERGs) that play a crucial role in implementing our DEI strategy 
• Volunteer days – one day’s paid leave each year to volunteer with a registered charity 
• dnata4good – supporting the local communities we work, live and thrive in 
• Refer a friend scheme 
• Free eye care tests 
• Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping   
• Casual dress code 
• Free tea and coffee, subsidised on-site restaurant with free wifi and free car parking