Customer Operations Manager

Do you have a passion to effectively lead a customer experience team through regular coaching and development?

Do you want to be a part of a contact centre management team who work together as a function to ensure no matter where in the booking journey each customer is, they receive exceptional service consistently?

Are you a supportive manager who leads by example ensuring all workstreams are managed and actioned in a timely manner?

Are you analytical with an ability to interpret KPIs and SLAs, driven to exceed targets set and deliver outstanding results?

Do you want to help shape a new customer experience team by implementing effective processes to improve efficiencies?

Do you want to work for the UKs leading luxury tour operator either as a homeworker or at our head office in Bolton?

Then we want to hear from you!! Destinology is looking for a Customer Operations Manager to join our rapidly growing team/business.

With fantastic company benefits and progression opportunities alongside an excellent starting salary with enhanced benefits for length of service, what are you waiting for? Get in touch now!!

The role
As a member of a small contact centre management team, you will be responsible for supporting the delivery, development and improvement of all aspects of our customer operations department by reviewing our current customer journey experience and our processes to implement new processes to improve efficiencies. As a champion of excellent customer service, you will be responsible for ensuring the customer is at the forefront of everything we do, that we effectively communicate with our customers at all times and meet our legal obligations around data protection.

Company benefits include:

Fam Trips

Casual dress

Company Pension scheme

Discounted Destinology Holidays

Wellness programme

Reward and Recognition

Incentives/Bonuses

31 Annual Leave Days (inclusive of Bank Holidays)

Increased Annual leave with length of service

Social events & Parties

Destinology has been one of very few companies who have recently expanded their customer experience team. We know the pandemic has hit the travel industry hard however Destinology has grown from strength to strength and after a record breaking 2022, is the reason we are looking for more passionate people to join our rapidly growing business.

Destinology is open 7 days per week of which you will work 37.5 hours per week, Monday – Friday 9:00am – 5:30pm

Skills

Travel industry experience essential

Experience in managing a team through coaching and development either in a supervisory, team leading or manager role.

Excellent people management skills with a passion for developing others

Ability to demonstrate a history of consistently delivering and exceeding performance metrics

Confident to effectively manage a range of HR queries as they arise

Familiar with Office 365 and Microsoft Teams

GDS experience preferred but not essential

Ability to multi-task and assist with the co-ordination of multiple projects simultaneously

Personal Attributes

· Customer-oriented attitude.

· Problem-solving attitude.

· Ability to remain calm under pressure.

· Excellent organisational and time management skills.

· Passionate and creative about what they do.

· A team player.

· Flexible.

For more information please attach your CV – We would love to hear from you!