Customer Service Manager

Thomas Cook
10 Feb 2018
15 Feb 2018
Contract Type
Full Time

Company description:

Thomas Cook Group plc is one of the world’s leading leisure travel groups with sales of £7.8 billion in the year ended 30 September 2016. Thomas Cook is supported by 21,813 employees and operates from 15 source markets; it is number one or two (by revenue) in all its core markets. Thomas Cook Group plc’s shares are listed on the London Stock Exchange (TCG).

Job description:


As a Thomas Cook Retail Customer Service Manager you’ll be coaching, developing and mentoring a team of Sales Consultants to ensure that our Customer is at the Heart of everything we do! You’ll be inspiring the team to plan our customers dream holidays, ensuring Sales and Revenue targets are achieved. This role will allow you to experience the full range of managerial responsibilities, with the support and guidance of an experienced on site Store Manager, and is a great opportunity to develop and expand on your skills and knowledge.

You’ll receive on-going development and have great career progression opportunities within our retail network and beyond.

We have nearly 800 shops across the UK and put our customer at the heart of everything we do. To make sure we are available when our customers need us some of our stores are open in the evening and over the weekend, so you’ll need to be flexible with your working hours. We operate on variable shifts to cover this but we’ll make sure you know your shift pattern at least 4 weeks in advance.

What will you need to succeed?

Excellent communication and influencing skills
Results focused with experience of driving team performance
Commitment to delivering consistent excellent customer service
Experience in developing people through strong leadership and sales management routines
Able to work effectively in a fast paced environment with unpredictable customer flow
Ability to support the team to be solution focused
Experience in either a senior sales or supervisory post in a retail/customer facing environment

Perks of the role!

23 days holiday, rising to 25 after 2 years
Target driven bonus and incentives
Excellent holiday concessions (including last minute employee offers giving you the opportunity to pick up a holiday at unbelievable prices!)
Contributory Pension
Great flexible benefits package (including childcare vouchers & discounted gym membership)
Industry leading training
Real career progression
Chance to take part in exciting educational visits (such as attending the launch of new cruise ships, flights & hotel experiences)

As a large global travel business, including overseas, tour operations and an airline, the sky really is the limit for your career progression. If you’re looking to start a fantastic new career journey with a leading international travel company, and you’ve got what it takes to be part of our winning team, then we’d love to hear from you.


Your career development is really important to us, so we’ll invest in a five week induction plan for you from the day you start in your new role. During this time, you’ll need to be available to work up to 37.5hrs a week (5 days over 7) to make sure you have all the knowledge you’ll need to work as a travel expert. In week two of your five week induction, you’ll spend four days at our Peterborough Head Office (overnight accommodation will be booked for you if needed) where you’ll meet other new retail colleagues and complete your training together. We’ve planned start dates each month throughout the year. If you’re invited for an interview, your interviewer will be able to explain more about this and answer any questions that you might have.

Seeked profile:

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

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