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About the Role

The role manages Member enquiries, concerns, and complaints end-to-end, ensuring timely, compliant, and effective resolutions to support Accor Vacation Club’s vision of making holiday dreams come true by delivering exceptional service to AVC Members.

Responsibilities

• 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.
• 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, analysis, and improvement initiatives to reduce complaint volumes.
• Maintain strong product, policy, and departmental knowledge.
• Assist with inbound and outbound calls and undertake other duties as required.
• Comply with Workplace Health and Safety, legal, regulatory, and confidentiality requirements.
• Consistently demonstrate Accor’s Lead with HEART! service values, integrity, teamwork, and innovation.

Requirements

• 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.
• Strong 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 skills; minimum typing speed of 65 wpm preferred.
• Flexibility to work rotating rosters and attend training as required.
• Resilient, positive, team‑focused approach with the ability to work under pressure.

Skills

• Customer Service
• Complaint Handling
• Conflict Resolution
• Microsoft Office
• Communication
• Problem-Solving
• Negotiation
• Time Management

Location

• Remote

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Not specified

Benefits

• Career advancement and training opportunities
• Competitive Health insurance with Dental Coverage
• Discounted hotel and resort stay at Wyndham properties
• E learning Courses
• A fun and fantastic work environment that includes exciting activities and Events
• Occupational Health and Safety Compliant Workplace
• Shuttle Services

About the Company

• 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.
• 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.
• Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs.
• We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year.
• We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.

Equal Opportunity

• 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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.