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Customer Service Manager

Jayne Pierce Tourism

London

On-site

GBP 100,000 - 125,000

Yesterday

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An established industry player is seeking a dynamic Customer Service Manager to lead their customer service operations. This role involves developing strategies to enhance customer satisfaction, managing feedback, and ensuring exceptional service standards. You'll collaborate with various departments to optimize the customer journey and implement best practices in the luxury travel sector. If you have a passion for delivering outstanding customer experiences and a deep understanding of the travel industry, this is the perfect opportunity to make a significant impact in a thriving organization.

Proven experience in customer service management in the travel industry.
Strong understanding of customer service principles and quality control.

Manage the entire complaint handling and resolve pre/post-travel issues.
Develop and implement customer service strategies and policies.
Monitor customer satisfaction across various platforms.

Analytical Skills

Critical Thinking

Customer Service Principles

Quality Control Processes

Complaint Handling

A leading UK travel specialist is seeking an exceptional Customer Service Manager to join their team. This organisation offers luxury properties in sought-after destinations worldwide and is known for their commitment to excellence and personalised service.

As Customer Service Manager, you will oversee and develop the customer service operation, putting the customer at the forefront of everything they do. You'll lead the customer service function to deliver exceptional experiences, manage customer feedback, and implement strategies to enhance satisfaction. By balancing customer-centric approaches with rigorous quality control, you'll uphold exceptional service standards and hold departments accountable for acting on customer feedback.

You will lead all aspects of customer service including complaint handling, feedback management, and service improvement initiatives. This senior travel job in luxury travel involves monitoring satisfaction levels across multiple platforms, developing customer service strategies, measuring KPIs, and fostering a customer-centric culture throughout the organisation. As Customer Service Manager you'll collaborate with various departments to optimise the customer journey, implement compensation strategies, and stay current with industry best practices while driving continuous improvement based on customer insights.

Knowledge of travel industry standards and regulations would be highly desirable.

Job Requirements

Experience identifying opportunities to optimise service delivery
Meticulous approach to monitoring quality standards
Strong analytical and critical thinking skills
Knowledge of quality control processes and methodologies
Strong understanding of customer service principles
Proven experience in customer service management in travel

Job Responsibilities

Manage the entire complaint handling, resolving pre/post-travel issues
Manage the complaints process, taking ownership
Develop and implement strategies, policies, and procedures
Monitor and manage customer satisfaction through various platforms
Promote a customer-centric culture across the organisation
Lead the customer service function, overseeing daily operations

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