Customer Service Manager

We have an exciting opportunity for an experienced Customer Service Manager / Team Leader to join an award winning Cruise specialist in a fully home-based role, which offer fabulous working hours and additional earning potential!

The successful candidate will be responsible for managing our client's service team, which handles customer interactions, reports and complaints and will ensure the delivery of excellent customer service within the business, maintaining strong relationships with customers and third-party suppliers whilst maximising repeat customer base.

Previous experience of managing a customer service team remotely is essential for the role, along with travel and / or cruiseindustry experience and in return, our client can offer a competitive salary up to £30k plus bonus & incentives & excellent travel industry benefits.

Hours of operation are between 8am - 6pm on a rota basis, with 1 in 4 Saturdays.

Please note - travel / cruise industry (agency or tour operator) is essential for this position.

For more information on this Customer Service Manager role, please apply online.

Role of Customer Service Manager:

• Supports Senior Service Manager and performs Senior Service Management duties when manager is absent or out of office
• Improving service delivery and managing workstream targets by successfully managing the service team through analysis of daily/monthly KPI
• Support service concierge and oversee their work for quality and adherence to minimum standards
• Work with the resource and planning team communicating any resource issues
• Using the KPI, perform analysis of write offs, errors and audits and pro-actively provide solutions to the Senior Team.
• Manage objectives setting, coaching and performance monitoring of service concierge team
• Provides encouragement to concierge, including communicating individual/team goals and identifying areas for new training or skill checks
• Undertake Basic HR Responsibilities (Absence, Attendance, Disciplinary Hearings) In-line with HR Guidance & Policy

Skills required for the role:

• Experience of remotely leading a team in a service environment within the travel and/ or cruise sector - essential
• Motivation and ability to ensure delivery of outstanding and unique customer experience
• Experience of working in a target driven environment preferred
• Demonstrable ability to develop effective working relationships with members of the team and management
• Excellent communication skills, both written and verbal
• Organised and professional
• Ability to communicate to all levels of the business
• Willingness to cover an out of hours phone, one week per month (additional payment for this)

If you’re interested in learning more about this Customer Service Manager role, please press the apply online button now!

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