Customer Care Manager

Travel Trade Recruitment Limited; Birmingham; On-site; GBP 35,000 - 38,000; Full time

Job summary

A luxury brand is seeking a Customer Care Manager in Birmingham. This pivotal role involves leading a team to enhance customer satisfaction and strengthen brand reputation. Candidates should have a solid customer care background, excellent problem-solving skills, and the ability to manage sensitive situations professionally. The position offers a competitive salary with travel perks and flexible working arrangements.

Benefits

Competitive salary + performance bonus

Travel perks and industry discounts

Flexible/hybrid working arrangements

Career development and training opportunities

Qualifications

• Previous experience in a Customer Care environment.
• ABTA & Arbitration handling essential.
• Ability to work effectively under pressure.

Responsibilities

• Manage the day-to-day operation of the Customer care function.
• Align post-travel experience with global colleagues.
• Develop relationships internally and externally.

Skills

Problem-solving

Communication

Organisational skills

Attention to detail

Empathy

Job description

My client, a luxury and reputable brand within the industry are looking to recruit a Customer Care Manager, you'll be the voice of the customer within their business. You'll lead a small, dedicated team, resolve escalated issues, analyse feedback trends, and work cross-functionally to continually improve customer satisfaction. You'll play a key role in strengthening the brand reputation and delivering outstanding post-travel care.

Key Responsibilities
* To manage the day-to-day operation of the Customer care function
* To work with colleagues globally to align guests post travel experience
* Provide strong situational management skills day-to-day and during times of disruption
* Deliver a consistent approach to problem solving, balancing our guests' experience with the commercial needs of the business
* Develop and maintain strong relationships both internally and externally, including with our overseas operations
* Manage the Customer Care operation effectively ensuring service levels remain high and SLAs are consistently achieved
* Champion a continuous improvement approach, seeking ways in which we can continually develop our guest experience and processes
* Work closely with Customer Service within the department to support in the response to emergency situations
* Comprehensively understand our products and services
* Ensure guests are kept informed at all times throughout the Customer Care process
* Record FTV in a manner in which this can be referred to at a later date should guests rebook
* Respond to guests' communications in accordance to ABTA guidelines

About You
* Previous experience working in a Customer Care environment
* ABTA & Arbitration handling essential
* Proven problem-solving capabilities
* Ability to work effectively under pressure & remain level-headed
* Ability to develop & maintain key internal and external relationships
* Excellent written and verbal communication skills
* Strong organisational and time-management skills
* Pro-active & flexible in approach to work
* Self-motivated and the ability to work under own initiative
* High attention to detail
* Tenacity in following through customer service issues to a successful conclusion
* Ability to work as part of a team and alone
* Positive and organised approach with an eye for detail and accuracy
* High attention to detail for case documentation
* Ability to manage sensitive situations with empathy and professionalism
* Good understanding of consumer rights and ABTA and Arbitration guidelines
* Confidence to liaise with legal representatives and external bodies

The Package
* Competitive salary + performance bonus
* Travel perks and industry discounts
* Flexible/hybrid working arrangements
* A supportive, inclusive, and global team
* Career development and training opportunities

Interested?
Please follow the instructions to apply, attaching your CV. For further enquiries, please contact Gemma on (phone number removed) (url removed)

Job Info

Job Title:

Customer Care Manager

Company:

Location:

Birmingham, West Midlands

£35000 - £38000 Per annum Additional Company Benefits

Posted:

Jul 16th 2025

Closes:

Aug 16th 2025

Sector:

Other

Contract:

Permanent

Hours:

Full Time

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