Head of Customer Support, South West England Salary, ££
Responsible for developing and delivering after-sales customer support and care, striving to continuously improve the customer experience through service delivery,
corrective actions and dispute resolution.
You will be responsible for the after sales service KPI’s across Passenger and Holiday products across several markets and for designing the Customer Support Strategy in line with Customer Experience Standards. The role covers customer operational messaging, post booking upselling, customer recovery strategy and protecting revenue/margin. You will deliver cost effective disruption management, identify and recommend corrective actions for customer pain points and drive continuous improvement.
You will lead a data driven decision culture across the team and establish clear KPI’s, processes and training plans to drive team performance and customer satisfaction.
A good understanding on commercial terms and conditions for carriage, claims and disputes with an understanding of legal requirements and a proven track record in delivering leading customer support is required. For this role, you will be data driven but people and relationship focused, experienced in customer success and contact centre performance metrics and managing a travel customer support function. You’ll be driven by taking the weight out of the customer journey, able to lead a strong performance culture and influence peers and senior stakeholders.
Able to work across cultures and multi-location teams. Bi-lingual in French is highly desired and would be a distinct advantage. Flexibility for regular travel is required.