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Customer Services Manager

  • Location: Putney Bridge, Greater London, England
  • Salary: £40k - 50k per year + bonus & benefits
  • Contract hours: FullTime

Job provided by Travel Futures

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About the job

A Customer Services Manager is required by an award-winning luxury independent tour operator who is genuinely passionate about service to lead a small team at offices in London. The successful candidate will be responsible for leading the customer service and pre-departure teams while taking a hands-on role within the customer service team. You will lead the Pre & Post departure customer service team and, together with the Pre-departure Team Leader, ensure a best in class premimum customer service holiday experience.

The key responsibilities for the Customer Services Manager position are:

  • Handle various escalated pre-departure issues
  • Support overseas teams during travel which resolves guest issues in a swift and effective manner
  • Create a positive, cohesive, knowledgeable and highly guest-focused team
  • Act as a role model to team members by setting a good example in all aspects of behaviour and performance
  • Be fully conversant with and adhere to ABTA's Code of Conduct
  • Undertake competitor analysis to assess the competition's response to complaints
  • Management, creation and editing of Qualtrics feedback surveys
  • Coach and mentor team members

The key skills required for the Customer Services Manager position are:

  • Have prior experience within a Customer Services Managers role ideally within the travel industry
  • Prior experience leading or managing a small team
  • Excellent grammar and written communication skills are essential
  • Be able to work under pressure and meet deadlines
  • Organisation is in your nature and you genuinely care about the details
  • The ability to prioritise workload

To apply for the Customer Services Manager position please click on the link below and apply with Travel Futures

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