Customer Service Manager

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