Travel + Leisure Co.
Travel
MembersResolutionSpecialist
“Members Resolution Specialist at Travel + Leisure Co.. Skills: Customer service, Complaint handling, Conflict resolution, Communication, Problem-solving. Manage Member enquiries and complaints received via Customer Hub surveys, call centre interactions, and AVC’s official Facebook page. Investigate, resolve, and follow up on Member issues in line with company policies, regulatory requirements, and agreed timeframes”
What You'll Achieve.
To support Accor Vacation Club’s vision of making holiday dreams come true by delivering exceptional service to AVC Members; Ensuring timely, compliant, and effective resolutions; Contribute to reporting, analysis, and improvement initiatives to reduce complaint volumes
Industry & Context.
problem-solving, judgement, and negotiation abilities
Flexibility to work rotating rosters
What They're Looking For.
Must Have
Experience in customer service, complaint handling, and conflict resolution, Sound understanding of AVC Membership rules, governance documents, and Exchange Company guidelines (e. g. RCI, II), Excellent verbal and written communication skills, problem-solving, judgement, and negotiation abilities, High attention to detail with the ability to maintain accurate documentation, Effective time management and ability to work independently, Advanced Microsoft Office, Flexibility to work rotating rosters and attend training as required, Resilient, positive, team‑focused approach with the ability to work under pressure
Nice to Have
minimum typing speed of 65 wpm
What You'll Do.
Manage Member enquiries and complaints received via Customer Hub surveys
call centre interactions
and AVC’s official Facebook page
and follow up on Member issues in line with company policies
regulatory requirements
and agreed timeframes
Oversee Customer Hub cases
including General Feedback and Medium-to-High priority complaints
Maintain accurate case notes and records within Member accounts and Customer Hub systems
Communicate proactively with Members and internal stakeholders to provide updates and achieve resolution
Escalate serious complaints or matters requiring non-standard compensation in line with policy
Provide “one-point resolution” wherever possible and assist Members with bookings and related needs
Apply approved compensation guidelines when resolving issues
Contribute to reporting
and improvement initiatives to reduce complaint volumes
and departmental knowledge
Assist with inbound and outbound calls and undertake other duties as required
Comply with Workplace Health and Safety
and confidentiality requirements
How You'll Work.
Team & Collaboration
Communicate proactively with Members and internal stakeholders to provide updates and achieve resolution; Consistently demonstrate Accor’s Lead with HEART! service values, integrity, teamwork, and innovation
Communication Scope
Excellent verbal and written communication skills
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