Customer Services Manager

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