Customer Relations Manager

London, England
Market Rate
23 Aug 2017
20 Sep 2017
Mark Shapiro
Full Time
Contract Type

Customer Relations manager - Required for this upmarket travel company based in a great location in central London. The role initially is a stand alone role but with time they may take on a team. They will pay between £35,000 to £40,000 + benefits including 25 days holidays, pension etc.

Customer relationship managers duties
-To oversee, track, investigate and respond to all post booking guest questionnaires containing adverse or negative feedback and to action accordingly
-To the be prime stakeholder within the business and first point of call for all pre departure complaints and issues raised by clients
-To track, oversee and evaluate all issues raised in client 'welcome home' telephone calls. Liaise across the business to ensure leanings are made and processes are implemented.
-To escalate promptly to the Director of Sales, Business Support Manager and other executive members where appropriate issues deemed critical that may have a negative financial impact or may result in negative media coverage.
-To present a monthly suite of reporting and evaluation of all issues raised across the business, looking for trends and areas where action is required
-To promote best practice at all times for complaint handling processes
-To ensure that new staff are trained on the processes surrounding customer complaints and their prevention

Customer relationship managers skills required
Exceptional communication and organisational skills
-Have the gravitas and composure to deal with difficult client situations
-Previous experience working in a similar role in travel, airlines or other hospitality providers in the luxury arena is essential
-Knowledge of ABTA regulations and/or package travel regulations would be enormously beneficial
-Ability to manage multiple projects in a fast paced deadline driven environment
-Be discreet and totally confidential at all times
-Answer phones within the standard set by the company to provide client satisfaction
-Meet or exceed client expectations by maintaining an accurate and consistent approach to work

If you are interested in the above role please apply to this advert, call Mark on 0207 397 1272 or send your cv to

Don't keep a good thing to yourself
We grow our business through referrals, so please don't keep us to yourself. If you think we're doing a good job and know of someone who would benefit from our services, please pass on their name and number to me and I promise we will follow it up. Many thanks.

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

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