We currently have an opportunity for a Senior Customer Service Manager for an established and growing Tour Operator based in the North of England. The role will involve leading and developing a team of customer service consultants, covering pre and post departure customer service and complaints . This role will be working collaboratively across the sales and service teams, making sure the highest level of service is offered to clients and will be involved with the development and strategy of the department. This role can be fully remote and will be working Monday-Friday and offers a salary up to £40k, along with enhanced company benefits .

Senior Customer Service Manager Duties:
– Deliver all KPIs and service levels for all aspects of customer service and relations.
– Identify opportunities for improvement across all service KPIs and pro-actively lead the function to achieve these.
– Manage the costs of service within agreed budget parameters and identify further opportunities to improve commercial effectiveness of the function, including call volumes, staff expenses, write offs and errors.
-Lead the Operational input to the Customer Journey/Experience initiative, including representing Operational views and developing and implementing ideas in order to improve the end-to-end customer experience.
-Deliver an effective process for handling Customer Relations and complaints, including identifying priority volume or cost issues and solutions for future improvement.
-Work with the Sales & Operations Director to develop and implement operational improvement strategies, policies and processes across Sales and Service
-Lead and manage the Service Managers to deliver the functional objectives and KPIs through their team.

Senior Customer Service Manager skills required:
-Previous experience managing a Customer Service Team , either as a Customer Service Manager , Customer Service Operations Manager , Customer Service Team Manager MUST have experience within the travel sector
-Ability to lead and develop Team Managers and Customer Service Consultants to offer a high level of service both verbally and written ,within strict company timescales
-Proven experience putting into place new policies and procedures to improve customer delivery and can adapt to both strategic and hands on approach when required

If you are interested in the above role, please apply online or send your cv to rachel@candm.co.uk

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C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit www.candm.co.uk