Travel Customer Relations Manager

South West London, London, England
£25000 - £35000 per annum
30 Jun 2017
28 Jul 2017
Charlotte Williams
Full Time
Contract Type
Do you have previous customer relations experience dealing with escalated complaints within the travel industry? Are you aware of ABTA regulations and how to respond accordingly?

An established luxury tour operator is looking for a Customer Relations Manager to deal with escalated complaints and continue the success of this fantastic company! The successful candidate must come from a complaint handling background and must have excellent letter writing skills. It is an ideal opportunity for an executive to step up and lead the team.

The Customer Services Manager is responsible for the following areas;
* Handling post tour complaints with excellent letter writing skills
* Manage the team and deal with any escalated complaints
* Answer post tour correspondence and questionnaires within guidelines
* Oversee the team to resolve issues immediately and assess appropriate payments to clients
* Work with Product Team to ensure compensation terms are agreed in their contracts with suppliers.
* Complete correspondence and arrange payments
* Log and monitor progress of all correspondence.
* Log and monitor compensation / refunds / discounts given and audit discounts offered to see if clients have taken them up
* Ensure refunds agreed by suppliers are received
* Report on correspondence received including comparative analysis of complaints by tour/product/year on year, questionnaire analysis and monthly/quarterly/annual reports
* Work to reduce complaints through quality control
* Respond to written pre-tour complaints.
* Ensure that the Product Team is made aware of any supplier problems.
* Handle all correspondence relating to pre-tour itinerary changes and updates to essential information.
* Assist in resolving problems that arise while clients are on tour and handle any correspondence to the clients that is needed.

* Minimum 3 years 'experience in a travel related customer relations role
* Experience of management is preferred
* Professional telephone manner
* Organised and methodical
* Mature attitude to work
* Experience of working unsupervised and within a team
* Ability to negotiate with outside suppliers and organisations
* Experience of dealing with the needs of different internal departments
* Computer literate, thorough knowledge of Excel, Outlook & Word
* Experience of CRS (Galileo preferred) an advantage
* Extensive experience of travel overseas and knowledge of a range of destinations

* Competitive salary: Circa £30,000
* Monday - Friday office hours
* Relaxed and friendly office environment

Click "Apply" to submit your CV
Call Charlotte on 0207 347 5060
Email your CV to

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