Customer Retention Manager

Travel Trade Recruitment Limited; Retford; On-site; GBP 27,000

Job description

Part-Time Customer Retention Manager

Leading provider of group travel across Europe and Worldwide is seeking a Customer Retention Manager, to pro-actively monitor service and strive for a high level of retention and repeat business. This is a part-time role, approx. 20 hours per week, so it is a rare opportunity to work reduced hours. Based on the outskirts of Nottingham, this established Tour Operator offers a starting salary of circa £27k pa pro rata, onsite parking, private healthcare, opportunities to travel, and more! This role has been created due to recent investment and rapid expansion plans, so this is an exciting time to join!

JOB DESCRIPTION:

The objective of this role is to continue and extend the success in this market leader in group travel. They aim to make educational travel easier to enhance learning experiences.

1. Investigate and Resolve Customer Complaints: Handle all official customer complaints promptly, ensuring responses are thorough, empathetic, and compliant with company policies and ABTA guidelines.
2. Feedback Management: Review, respond to, and address feedback received through our customer service questionnaires, using insights to continuously enhance customer experiences.
3. Post-Travel Communication: Engage directly with Group Leaders post-travel who wish to provide in-depth feedback, ensuring their voices are heard and concerns are appropriately addressed.
4. Collaborate for Continuous Improvement: Work closely with internal departments—including Operations, Sales, and Procurement—to drive improvements based on customer feedback and service reviews.
5. Customer Retention Support: Partner with the Sales team to strengthen customer relationships, retain key clients, and support repeat business opportunities.
6. Post-Trip Payments and Supplier Recovery: Manage and track post-trip goodwill payments while coordinating to recover costs related to service failures or unmet contractual obligations.

EXPERIENCE REQUIRED:

We are seeking an experienced Customer Service Manager / Customer Retention Manager who has a proven background in handling complaint investigation and resolution, as well as being proactive in looking at how customer service and feedback is monitored, in analysis, suggesting and making changes to improve customer service levels and retention. Ideally, you will have done this within a Travel Company or Tour Operator; however, if you have worked within a similar environment in this role, such as hospitality, events, call-centre, banking, or estate agency, we would be keen to consider your application!

SALARY & BENEFITS:

£27K pa pro rata
Opportunities to travel
Enhanced maternity and paternity pay
Private health care
On-site parking
Company pension scheme
Monday to Friday working days

INTERESTED?

Please follow the instructions to apply attaching your CV. This vacancy is being managed by Claire Muge. I can be contacted on (phone number removed) or (url removed). Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry! We have a variety of different opportunities, so do submit your CV to us.