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2 months ago
Prospects4LeisureTravel
Salary: £35k - 45k per year
Location: London, Central/West End, City, East London, North London
Job type: Permanent
Contact: Charlie P4LT
Category: Travel Executive Jobs

Customer Relations Manager required to be the first point of contact for all formal complaints and issues raised by clients following their holidays.  He/ she will respond compassionately and with genuine understanding ensuring that our clients guests meet their responsibilities both within the law and within its own agreed framework of complaint handling SLAs and structures. He/she will move quickly when an issue is raised to ensure escalation is minimised and the ethos of excellent customer service, is maintained. He/she will liaise across the business where appropriate investigating the issues raised with an impartial view before presenting recommendations . Above all this role will place the client at the centre of what our client does at all times and will ensure this approach is maintained throughout.

 

Customer Relations Manager Key Responsibilities

 
• To oversee, track, investigate and respond to all post booking guest questionnaires containing adverse or negative feedback and to action accordingly
• To oversee, track, investigate and respond to all post travel guest questionnaires containing adverse or negative feedback and to action accordingly
• To the be prime stakeholder within the business and first point of call for all pre departure complaints and issues raised by clients
• To track, oversee and evaluate all issues raised by the team of duty managers. Liaise across the business to ensure learnings are made and processes are implemented either at TOC level or through our suppliers to ensure repetition is mitigated
• To track, oversee and evaluate all issues raised in client ‘welcome home’ telephone calls. Liaise across the business to ensure learnings are made and processes are implemented either at TOC level or through our suppliers to ensure repetition is mitigated
• To the be prime stakeholder within the business and first point of call for all complaints and issues raised by clients during their holiday
• To escalate promptly to the Director of Sales, Business Support Manager and other executive members where appropriate issues deemed critical that may have a negative financial impact or may result in negative media coverage
• To present a monthly suite of reporting and evaluation of all issues raised across the business, looking for trends and areas where action is required
• To communicate regularly with the management team regarding industry issues
• To build effective relationships with our DMCs to ensure effective resolution of any potential clients issues in the DMC areas
• To promote best practice at all times for complaint handling processes
• To ensure that new staff are trained on the processes surrounding customer complaints and their prevention

 

 

Required Skills

 
• Exceptional communication and organisational skills
• Have the gravitas and composure to deal with difficult client situations
• Previous experience working in a similar role in travel, airlines or other hospitality providers is essential
• Knowledge of ABTA regulations and/or package travel regulations would be enormously beneficial
• Ability to manage multiple projects in a fast paced deadline driven environment
• Be discreet and totally confidential at all times

 

 

 

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