Customer Care Manager

Travel Trade Recruitment; Manchester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the travel industry seeks a Customer Care Manager to enhance customer satisfaction and brand reputation. In this role, you'll oversee the Customer Care team, handle escalated issues, and strive for continual improvement in service delivery. The company offers competitive salaries, a supportive team environment, and opportunities for career development.

Benefits

Competitive salary + performance bonus

Travel perks and industry discounts

Flexible/hybrid working arrangements

Career development and training opportunities

Qualifications

• Proven experience in a Customer Care environment.
• Ability to manage sensitive situations professionally.
• Excellent written and verbal communication skills.

Responsibilities

• Manage the day-to-day operation of Customer Care function.
• Resolve escalated issues and analyze feedback trends.
• Develop and maintain strong internal/external relationships.

Skills

Problem-solving

Organizational skills

Communication

Empathy

Attention to detail

Education

Experience in Customer Care

Understanding of ABTA guidelines

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 0161 9236120 [e-mail]