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about 1 month ago
Travel Futures
Salary: £50k+pension+bonus+benefits
Location: North London, South West London, West London, Surrey
Job type: Permanent
Contact: The Travel Recruitment Experts
Category: Customer Service Jobs, Office Jobs, Tour Operator Jobs, Travel Executive Jobs, Travel Manager Jobs


Travel – Head of Customer Service - £50k – South West London



Travel - Head of Customer Service is required by this leading luxury travel operator who are renowned for the level of customer service that they deliver to their discerning and demanding travel clients.  As Head of Customer Service you will be running a highly tuned, dynamic, customer services team who are dedicated to delivering the best customer service in the travel industry.


As Head of Customer Service you will:


  • Devise and implement clear travel Customer Services policies and procedures
  • Manage the Customer Services team across, recruitment and selection, rotas, holding regular 1-2-1s and appraisals, identifying training and development needs, managing disciplinary and grievance procedures, providing team quality control and ongoing team support and guidance.
  • Monitor Customer Service ensuring the required level of service and communication is achieved at all times
  • Identify knowledge gaps and travel training requirements
  • Proactively work to find solutions to enhance the Customer Service experience
  • Manage all travel complaints and negative feedback, analysing trends and putting solutions in place to stop recurring issues
  • Monitor and deal with escalated Customer Service enquiries or travel complaints
  • Contribute decision making for levels of compensations or ex gratia offers


The successful Head of Customer Service will have a strong background in travel or with a luxury product where the delivery of customer service excellence is paramount to the company’s vision.  As Head of Customer Service you will have the ability to deal with internal and external stakeholders in a professional, confident and assertive manner with first class communication skills whilst always remaining calm under pressure.  An excellent opportunity to develop your career with a blue chip travel company.



To apply for Head of Customer Service, or for your career in the Travel Industry, please send your CV to Travel Futures and apply below.


Keywords – Customer Service head of Director Travel


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