Cruise Customer Service Manager

Succeed Recruitment Solutions
Chorley, Lancashire
Competitive salary plus excellent industry benefits
Closing date
4 Feb 2022

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Full Time
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Job Details

We have a brand new opportunity for an experienced Customer Service Manager to join an award winning Cruise company based in Lancashire.

The successful candidate will be responsible for managing our client's service concierge team, which handles customer interactions, reports and complaints and will ensure the delivery of excellent customer service within the business, maintaining strong relationships with customers and third-party suppliers whilst maximising repeat customer base.

Previous experience gained within the travel sector is essential for the role and in return, our client can offer a competitive salary plus excellent industry benefits. For more information on this Service Manager role, please contact us today for a confidential chat or apply online.

*Please note, our client can offer hybrid working - 3 days in the office and 2 from home

Role of Customer Service Manager:

  • Supports Senior Service Manager and performs Senior Service Management duties when manager is absent or out of office
  • Improving service delivery and managing workstream targets by successfully managing the service team through analysis of daily/monthly KPI
  • Support service concierge and oversee their work for quality and adherence to minimum standards
  • Work with the resource and planning team communicating any resource issues
  • Using the KPI, perform analysis of write offs, errors and audits and pro-actively provide solutions to the Senior Team.
  • Manage objectives setting, coaching and performance monitoring of service concierge team
  • Provides encouragement to concierge, including communicating individual/team goals and identifying areas for new training or skill checks
  • Undertake Basic HR Responsibilities (Absence, Attendance, Disciplinary Hearings) In-line with HR Guidance & Policy

Skills required for the role:

  • Experience of leading a team in a service environment within the travel/cruise sector
  • Coaching and development of individuals
  • Motivation and ability to ensure delivery of outstanding and unique customer experience
  • Experience of working in a target driven environment preferred
  • Demonstrable ability to develop effective working relationships with members of the team and management
  • Excellent communication skills, both written and verbal
  • Organised and professional
  • Ability to communicate to all levels of the business

If you’re interested in learning more about this Customer Service Manager role, please contact Succeed Recruitment Solutions or press the apply online button now!

Not for you? Then please visit our website to view the other exciting roles we have available;

Succeed Recruitment Solutions – for the best Travel jobs, Multilingual jobs and Contact Centre jobs.


Succeed Recruitment Solutions is a specialist recruitment consultancy dealing with roles across the travel sector, including Airline, Business Travel, Cruise, Conference & Events, Contact Centre, Hotel/Hospitality, Homeworking, Leisure Travel, Multilingual, Retail Travel, Tour Operations & Travel Technology.

We partner with some of UK’s leading organisations, recruiting from entry level right up to senior management positions. Whether you’re a candidate looking for an exciting career opportunity or a client looking to fill an urgent vacancy, we’re with you every step of the way.

We’re renowned for the highly personal service we offer and have a singular aim for clients and candidates – success!

If you want to speak to people who will take time to understand exactly what you’re looking for and are prepared to go just that little bit further to help you achieve success - you’re in the right place! At Succeed, we place huge emphasis on finding roles which will not only match your skill set but will offer you the working environment and career potential you deserve. 

We enjoy excellent relationships with our clients and want to spend time getting to know you so that we’re able to confidently recommend you to them and them to you. By taking the time to do this, we can be sure the fit will be a good one. We also understand how important feedback is to our candidates and will always provide this following an interview or assessment day – we know only too well that there’s nothing worse than being left in the dark after all your hard work and preparation! 

To find out more about how we can help, or to view our current vacancies, please visit our website; or call us on 0161 408 0357 / 0358 for a confidential chat. We look forward to hearing from you!

Find Us
0161 408 0357 / 0358
Peter House, Oxford St
Greater Manchester
M1 5AN

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