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10 days ago

Luxury Travel - Customer Service & Operations Manager –  South West London – £25-33k

 A market leading luxury travel tour operator, with a reputation for excellence, are looking for a Customer Service & Operations Manager.  You will be dealing with customer enquiries and correspondence, either by telephone, email or letter. As Customer Service & Operations Manager you will be joining a bright and vibrant team of 30 people with 3 direct reports. 

 As Customer Service & Operations Manager you will:

  • Ensure the high level of customer service and communication expected is achieved by telephone, letter and email at all times
  • Have great customer service skills and a positive can-do attitude to help drive your customer service and operations team to deliver unparalleled service
  • Ensuring all client invoices are checked and sent in accordance with ABTA’s Code of Conduct
  • Manage the mailing of all travel documents to ensure accuracy and distribution within Ski Solutions service standards
  • Checking all travel bookings, reconciling client confirmations and supplier invoices
  • Credit Control – ensuring all clients are notified of their upcoming balance due date and chasing clients on overdue monies
  • Develop and maintain knowledge of company policies and procedures for dealing with clients who have special requirements
  • Recruit and train seasonal staff on customer service and operations functions
  • Ensure all pre and post departure correspondence is sent
  • Assist other departments with escalated guest enquiries or complaints, ensuring the guest remains the priority

 The Customer Service & Operations Manager will have 2 years+ within customer service and operations/administration and be well equipped to deal with tasks in both fields helping to manage and exceed customers’ expectations.  The Customer Service & Operations Manager will have some people management/supervisory experience and be a highly organised professional with exceptional attention to details and the ability to remain calm under pressure and consistently meet deadlines.  The Customer Service & Operations Manager will be confident, methodical, positive and able to solve problems where you will be able to evolve systems and procedures to improve efficiency and customer service levels making the role the perfect opportunity for someone with a luxury, tailormade travel background looking to grow and develop their career.

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