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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.
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:
To be considered for this role, you need to have the following skills and experience:
Our range of benefits include:
For more information, please click on the attached Job Description
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 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.
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.
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.
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.