Travel Trust & Safety Advisor

Expected duration: 6 months (With a view to extend and possibly convert to permanent)
Pay rate: £13.00 per hour + Holiday pay (Equivalent to 33 days after 3 months)
Work location: 2 days in the office in Oxford, and 3 days from home
Hours: 37.5 per week, 9am-5.30pm; will include working one in two weekends (both Saturday and Sunday) – 2 weekends per month
Start: ASAP
Location: Oxford

Our client is a global travel and tourism and travel technology business. They are looking for a Trust and Safety Advisor to join their growing team in Oxford.
The Trust & Safety Team is responsible for providing a professional and consistent level of authentication for all travel experiences suppliers & bookings as well as holiday rentals.
This position is an outstanding opportunity for a smart, energetic, responsible, self-motivated person who excels in customer support and attention to detail.

The Trust and Safety Advisor will validate new supplier sign-ups/accounts and provide support to customers who contact the business regarding trust and safety issues.

This is NOT a customer service role, it does have customer facing components by phone and email, but it is not the focus of the job. Your Primary focus will be on validation checks for holiday rentals verifying property is safe and customer is safe (i.e., payments). For the travel experiences section, you will be verifying suppliers (tour and experience owners).

Key responsibilities

• The primary responsibility for the role will be
• Assisting with validation checks of advertisers so they can advertise their property or experience, and for customers to book properties or experiences safely through the site.
• Assist in validation checks
• Investigate suppliers and bookings using the information provided by the customer
• Analyse information and make conclusions in an efficient manner about the legitimacy of the supplier/booking
• Make justifiable decisions in regard to evidence found and relating this to how to proceed with new customers
• Understand and meet targets supplied so that customers’ expectations and needs are met as efficiently as possible
• Have the insight to provide new ideas which would improve and add to the current processes that is used in the Trust and Safety Team

Provide customer support:

• Make and respond to telephone calls and emails to assist customers with any additional checks as required so to validate them before activation/validate their booking before the check-in date
• Resolve issues that arise from validation checks and provide clear and concise feedback to the customer
• Handle any issues associated with the misuse of a customer’s account that would affect travellers
• Investigate existing suppliers for suspicious or fraudulent behaviour
• Evaluate the risk that an existing customer would pose to the company
• Use in-house tools to recognize the increased threat of an existing account and act upon that information in an efficient manner

Requirements

• Exceptional attention for detail & high-quality research skills
• Active interest in the internet fraud world and a keen desire to learn new skills
• Problem solving skills with the willingness to take ownership and resolve issues
• Ability to listen and communicate well with an excellent telephone manner
• Excellent written skills with proper grammar usage and thorough, yet concise verbiage
• Good time management and self-organization
• Ability to keep calm under pressure
• Desire satisfaction from making a difference, exceeding customer expectations, and a willingness to go the extra mile

Skills and Qualifications:

• Must be able to work one weekend in every two
• Prior experience within a Customer Service role is desirable
• Experience in a research environment is advantageous
• Must be confident in using a PC
• Prior experience with Microsoft Office Software within a Customer Service role is desirable
• Fluent in a second language (Spanish, French, Portuguese, German, Italian.) is desirable but not compulsory