Senior Customer Services Executive/Manager

£28k - 32k per year + Bonus and Benefits
09 Jul 2017
08 Aug 2017
Contract Type
Full Time
Customer Services Executive/Manager

Base salary to £32,000 + Bonus

Central/City of London

My client is a leading direct sell long haul tour operator.

An opportunity has now become available for a candidate with travel industry experience within Customer Customer Services to join the company within a Senior Customer Services Executive/Manager

Due to the nature of the role, applicants must have previous customer services experience at a senior level within the travel industry working for a tour operator.

If you do not have customer services experience within the travel industry, please do not apply as my client will not consider you.

Senior Customer Executives/Manager Duties and Responsibilities:

* Manage and develop the day to day function of Customer Services

* Monitor and report upon client complaints.

* Identify and initiate improvements to the function.

* Contribute effectively and assist in dealing with client problems and grievances both prior to travel and when in resort. Monitor and report on destination complaints.

* Check progress of and resolve client complaints. Respond to all queries received via telephone or in writing.

* Co-ordinate pre departure notifications such as Renovation or Building works, liaising with suppliers, reps, clients and hotels.

* Responsibility for monitoring Customer Services incoming and outgoing mail whilst delegating to the Customer Services Assistant.

Senior Customer Services/Manager Experience Required:

* Previous customer services experience working in ABTA bonded travel company or a tour operator is essential

* Knowledge and experience of Travel law, ABTA arbitration scheme and small claims court procedures is an advantage.

* Ability to work under pressure and to deadlines, prioritise and co-ordinate tasks.

* Numerate with ability to interpret data.

* Ability to persuade and negotiate.

Senior Customer Services Executive/Manager Salary and Remuneration:

* Base salary to £32,000 (depending on experience)

* Bonus based on company performance

* 20 days Holidays + 8 bank holidays

* Pension