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Head of Customer Relations & Specialist Operations

dnata Travel Group

Leyland

On-site

GBP 40,000 - 55,000

Full time

Today
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Job summary

dnata Travel Group is seeking a Head of Customer Relations & Specialist Operations based in Leyland. This crucial role involves leading teams to enhance customer experience across brands, implementing strategies for operational excellence, and managing complaint resolution in compliance with travel regulations. Ideal candidates will possess extensive industry experience, strong strategic skills, and a commitment to driving exceptional service.

Benefits

25 days annual leave plus bank holidays
Company pension scheme
Private Medical cover
Employee Assistance programme
Travel discounts
Cycle to work scheme
Long service awards
Volunteer days
Free eye care tests
Free Taste Card membership

Qualifications

  • Extensive experience in the service industry, travel industry expertise preferred.
  • Experience in B2B & B2C service/customer relations environments.
  • Proven experience leading teams in a fast-paced environment.

Responsibilities

  • Ensure customer needs are met across UK brands.
  • Develop and implement strategies to improve customer experience.
  • Drive continuous improvement through customer feedback.

Skills

Strategic skills
Analytical skills
Problem-solving skills
Excellent communication
Team leadership

Education

Experience in service industry
Experience in travel industry preferred

Job description

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.

We are now recruiting for a Head of Customer Relations & Specialist Operations. This is a crucial role within the organisation, responsible for ensuring that customer needs and expectations are consistently met across the dnata UK brands.

This role will be responsible for leading operational managers and the wider team, to drive continuous improvement by gaining customer feedback, using customers data and understanding customer trends and breakpoints to redefine the customer journey.

A key element of the role will be to develop and implement strategies to improve customer experience and foster a customer-centric culture. Aligning the customers support function strategies with the overall business objectives, whilst developing plans and targets to deliver best in class service.

The role will involve being responsible for developing and driving the Strategic & Operational complaint and issue resolution function of all aspects of the B2B brands (Gold Medal), Travel Republic, Travelbag and Netflights businesses, working in close liaison with the operational and sales leads across the brands ensuring an exceptional customer experience is being delivered whilst being compliant with UK travel regulations.

This role is based at our Leyland office, near Preston.

Job Accountabilities:

  • Ownership, development & delivery of strategic programmes to drive operational excellence
  • Deliver the out of hour’s strategy to provide a strong 1st call resolution response to in resort issues outside core hours
  • Drive team performance and a Centre of Excellence through performance expectations and coaching your team
  • Lead, grow and inspire your team and drive a culture of fun within our operational teams
  • Champion culture engagement and inclusion to ensure that every person feels they belong to the dnata family
  • Define a suite of KPI’s to drive the delivery of exceptional customer service within our customer support function
  • Provide regular updates and reports to senior leadership on the company’s service KPI’s, key findings and recommendations
  • Implement a comprehensive complaints management system for all brands and monitor trends with the complaints data to make data driven decisions
  • Drive efficiencies through continuous improvement, reviewing processes and implementing technologies improvements.
  • Collaborate with key stakeholders, product and technology teams to implement and optimise tools that enhance efficiency and accuracy in processes and reporting.
  • Control department budgets & monitor expenditure
  • Ensure that the teams are working within ABTA/ATOL/Legal and Package Travel Regulations guidelines, highlighting any possible breaches or changes to rules to the business for action to be taken.
  • Working closely with the dnata legal teams when dealing with escalated cases.
  • Continually monitor CRM standards in our Service operations to ensure we are delivering the highest quality service levels.

To be considered for this role, you need to have the following skills and experience:

  • Extensive experience in the service industry and served as a Divisional Manager – Travel industry expertise is highly preferred however not essential
  • Experience across B2B & B2C Service / Customer Relations environments
  • Proven experience leading teams both UK based and offshore in a fast past environment
  • Strong strategic & creative skills
  • Track record in change management
  • Analytical skills, ability to assess complex risk factors and make informed decisions under pressure
  • Excellent verbal and written communication skills with the ability to engage and influence stakeholders at all levels
  • Strong problem-solving skills
  • ABTA Code of Conduct / Package travel regulations
  • Knowledge on the overall Travel industry issues, trends and economics

Our range of benefits include:

  • 25 days annual leave plus bank holidays, increasing to 28 days after 5 full years of service
  • Additional annual leave purchase scheme
  • Company pension scheme
  • Life assurance
  • Private Medical cover for you
  • Employee Assistance programme
  • Mental Health First Aiders
  • Ongoing development – we have an in-house People Development Team
  • Travel discounts – we have a dedicated Staff Travel Team to source the best deals for our people
  • Industry/social events – including supplier events, office socials & parties and pop-up shops
  • Cycle to work scheme
  • Long service awards
  • Belong Programme - Employee Resource Groups (ERGs) that play a crucial role in implementing our DE&I strategy
  • Volunteer days – one day’s paid leave each year to volunteer with a registered charity
  • dnata4good – supporting the local communities we work, live and thrive in
  • Refer a friend scheme
  • Free eye care tests
  • Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping
  • Free tea and coffee, break out areas with free Wi-Fi

For more information, please click on the attached Job Description

In Short
  • Industry Hospitality, Travel & Tourism
  • Founded 1959
  • Location Leyland, Kingston & Travelbag shops across the UK
  • Company size 500 - 999
About Us

dnata Travel Group UK is a family of award-winning consumer and business to business travel brands with expertise across long and short haul holidays, aviation, accommodation, cruising, car hire, touring, attractions and more.

We belong to the dnata Group, a global air and travel services group employing thousands of people.

At dnata Travel Group, we strive to create an inclusive workplace where everyone can be themselves. We’re committed to a Diversity, Equity & Inclusion (DEI) strategy that values our employees and fosters a welcoming environment. We are committed to attracting, retaining, developing and enabling progression through building teams with a variety of backgrounds, skills and diverse thinking across our UK organisation.

Our brands in the UK are Gold Medal Travel, Netflights, Travelbag and Travel Republic.

Gold Medal Travel

Gold Medal Travel is an award-winning tour-operator with over 40 years’ experience in tailor-making holidays to worldwide destinations across 4 specialist travel brands – Gold Medal | Pure Luxury | Cruise Plus | Incredible Journeys.

We sell our holidays exclusively through the UK travel trade.

Netflights

We could have called ourselves Netflightsholidayscarhire, but we thought that was a bit long. Our bread and butter? Getting bums on thousands of flights every year for the last thirty of ‘em. But we’ve also got a whopping 40,000 pads to pick from and a bunch of car hire options to get buckled into, with over 8,500 pick-up and drop-off points to boot! Throw in our mega easy website that makes booking online a Bahamian breeze, and you’re already on to a winner.

Travelbag

When Travelbag began back in 1979 we wanted to offer more than just package holidays. Over 40 years later we’re still tailor-making long-haul holidays and putting our customers at the heart of everything we do - we aim to make out there, easy. We operate a virtual contact centre and shops in several UK locations with more to open soon.

Travel Republic

As one of the UK's first online holiday companies, we’ve been giving holiday power to the people for over 20 years. We offer everything from city breaks in Paris and Amsterdam to winter sun holidays on the far-flung beaches of the Maldives, Mauritius and the Caribbean. We’ve got over 13,000 unique hotels at super low prices, and flights with some of the top airlines to help our customers conquer the world one holiday at a time.

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