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about 1 month ago
Travel Futures
Salary: £50,000 plus bonus & benefits
Location: Central/West End, East London, North London, South West London, West London
Job type: Permanent
Contact: The Travel Recruitment Experts
Category: Customer Service Jobs, Operations Jobs, Tour Operator Jobs, Travel Executive Jobs, Travel Manager Jobs

A leading Travel provider are looking for a Head of Customer Services to join their successful and growing team.  The Head of Customer Service will play a key role in the company, reporting to the company directors, your vision will help drive the company’s customer service ethic through constant appraisal of the departments that are in contact with the customer.

 As Head of Customer Service you will:

  • Have overall responsibility for all customer facing functions for a busy travel company
  • Review, make recommendations and improve operational procedures
  • Look to improve the customers dealings with the company at all contact points – including booking, pre-departure and post-departure experiences
  • Creation and monitoring of company SLA’s
  • Liaise with al team to ensure on time delivery of promotional goods to customers
  • Ensure team members are achieving KPI’s and provide direction for improving performance
  • Analyse customer service KPI’s to improve overall performance
  • Pre-empt customer complaints and take pro-active action to improve process

The successful Head of Customer Service will have a passion to strive for excellence, championing the customer experience with the overall goal to build customer retention, loyalty and increase revenues.  As Head of Customer Service you will have excellent experience in a senior role, preferably for a travel company, where you will have been responsible for maintaining and improving standards and developing a strong customer service ethic.

 

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