Customer Relations Manager – Travel - Specialist Tour Operator
Simpson Travel is one of the UK's most respected specialist tour operators and has earned a number of accolades over the years - in the British Travel Awards, The Guardian & Observer Readers’ Travel Awards and Condé Nast Traveller Readers’ Travel Awards.
Our success is in large part due to the commitment and dedication of our team members both here in the UK and overseas in ensuring that our guests feel valued from the moment they first contact us right through to their return home.
An opportunity has arisen for an individual who is genuinely passionate about service to join the team at our Roehampton office. The successful candidate will be responsible for responding in an appropriate and timely manner to customer communication, mostly post-travel, and have an ability to create positive outcomes for both the client and Simpson Travel.
The client’s experience of Simpson Travel is at the heart of everything we do and really listening to their feedback at every stage of their contact with us is vital to our on-going success. The Customer Relations Manager, together with the Customer Relations Executive, will play a key role in responding to feedback received by telephone, email and via our customer service questionnaires, and work with our overseas teams to put matters right for the future.
Reputation management via online reviews is an important facet of the role and the ability to react quickly to mitigate any negative impact on the business is critical.
Whether you are talking with a client post-holiday, responding to feedback on our questionnaire or creating a response to a social media comment, your focus is to restore the client’s faith in Simpson Travel and leave them with a positive lasting impression of our company.
A genuine desire to provide exceptional service, considerable experience of successfully resolving customer complaints and a confident telephone manner are pre-requisites. This role would suit someone who is ready to move in to a leadership role.
This is a hands-on role with one direct report.
Skills and experience
- Experience of successfully resolving customer complaints, ideally within the travel industry
- First class English language skills, both written and verbal, essential
- Confident and professional telephone manner
- Strong organisational abilities with impeccable attention to detail
- Ability to work quickly and accurately in a fast-paced environment
- Understanding of consumer and travel law desirable
- Leadership experience desirable
- Flexibility, commitment and dedication
- Natural empathy
- Ability to relate to different personalities to achieve positive outcomes
We offer an attractive salary and a performance-related bonus plus generous travel benefits.
Applicants should submit a detailed covering letter and CV to Anne Brown at firstname.lastname@example.org