Customer Service Manager
For most of us there are two main things we look forward to in the year, Christmas and our summer break. An overseas holiday can be a significant investment, so when making our choice and buying online we rightly expect a first-class post booking experience.
Are you the customer focused manager to help drive that experience at loveholidays?
You have extensive experience leading multi-site Customer Service teams across multiple contact channels and languages, with ultimate responsibility for performance against targets including customer satisfaction, productivity and quality; driving the right behaviours across teams.
You know the importance of strong leadership, to ensure customer service delivery is consistent and effective, that staffing levels are appropriate and that the team have the right knowledge and skills to do a great job.
Your experience leading diverse teams allows you to easily adapt your communication style to support bi-lingual new starters with their ongoing development, utilising their language skills to build our brand and support improvements to the native language translations on our sites.
This position is responsible for the overall delivery within multiple source markets, so it isn’t “your normal 9-5 Monday to Friday role”. This team contains effective multi-taskers working on all aspects of operations and supporting every stage of the customer journey with loveholidays. This includes pre-travel support and “on holiday” support, where queries are resolved in real time.
We asked one of our Customer Service Team Managers, Lucien, the best thing about working in the team and he replied: “I am able to work on an assortment of unique tasks every day, engaging with a diverse range of people from different cultures and with varying needs”.
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