Customer Relations Agent; Temp

Position: Customer Relations Agent (Temp)
## Job Details:
Customer Relations Agent (Temp)
Full details of the job.|  |  || --- | --- ||  |  ||  |  || --- | --- ||  | Customer Relations Agent (Temp) ||  | Glasgow ||  | This is a wide-raning customer relations role focussed on claims handling and resolution and service recovery. The postholder will review and respond to claims covering a diverse range of issues, inclduing disrupiton, baggage delays, service perofmance, general service issues.
The role requires the ability to gather information from customers, airport colleagues and internal teams, use multiple systems to investigate cases, and make clear decisions on claims and expenses in line with Loganair’s terms and conditions, regulatory standards and customer care expectations.
The successful candidate will balance fairness, compliance and empathy, aiming to remedy perceived service failures and recover the situation wherever possible through timely, accurate and professional communication. ||  | The main activities carried out by the Customer Relations Agent include the below. As would be expected, the below is not exhaustive and reasonable responsibilities not listed below will be carried out, with training and support provided where required.

• Investigate and respond to customer complaints covering disruption, baggage, service performance, general complaints and other perceived service failures.  
• Liaise with customers, airport colleagues and internal teams to gather the information required to resolve complaints accurately and fairly.  
• Assess high-value customer claims, compensation claims and expense requests in line with Loganair’s terms and conditions, UK261/EU261 requirements and relevant regulatory standards.  
• Make clear and appropriate decisions on payments for claims and expenses, ensuring decisions are evidenced, consistent and compliant.  
• Provide professional, tailored and empathetic written responses to customers, ensuring every response reflects the customer’s circumstances and the outcome of the investigation.  
• Deliver a high level of dispute resolution, service recovery and complaint completion, seeking to recover the situation wherever possible.  
• Use multiple systems, records and evidence sources to problem solve, fact-check claims and progress cases efficiently.  
• Support colleagues in locating customer delayed luggage and ensuring baggage-related enquiries are progressed appropriately.  
• Escalate complex, sensitive, legal or reputational cases to the appropriate colleague or manager when required.  
• Maintain accurate records of investigations, decisions, payments and customer communications.  
• Contribute positively to continuous improvement, consistency of responses and the overall customer experience. ||  |
• Excellent verbal and written communication skills, with the ability to produce clear, accurate and professional customer responses.  
• Strong complaint handling, dispute resolution and service recovery skills.  
• Sound judgement and decision-making skills, with the ability to balance customer needs, company policy, terms and conditions and regulatory requirements.  
• Good investigative and problem-solving skills, with strong attention to detail and accuracy.  
• Confidence using multiple systems simultaneously to manage, investigate and resolve customer cases.  
• Competence in Microsoft Office packages, including Word, Excel and Outlook.  
• Ability to build rapport with customers and colleagues, even in challenging or sensitive situations.  
• Strong organisational skills and the ability to prioritise workload in a fast-paced environment. ||  | The Customer Relations Agent role requires demonstration of company values and behaviours at all times, making a productive contribution to the business and providing the highest levels of service recovery wherever possible.
The successful candidate will be resilient, empathetic, organised and flexible, with the ability to adapt to changing work demands, remain calm under pressure and approach each case with professionalism, fairness and care. ||  |
• Previous customer resolution handling experience in a fast-paced environment.  
• A genuine enthusiasm for service recovery and resolving customer issues fairly and professionally.  
• Experience investigating written customer complaints, claims or escalated customer cases would be advantageous.  
• Travel, aviation or regulated customer service experience would be preferable.  
• Experience using Microsoft Word, Excel and Outlook, alongside customer management or case handling systems.  
• Full training will be provided to support the successful candidate in the role. ||  | Temporary ||  | Full Time ||  |  ||  |  ||  |  ||  | 22 Jul 2026 |
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