Members Resolution Specialist

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.

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

How You'll Shine

• 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.
   

What You'll Bring

• 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.

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