Customer Service Manager – Homeworking (Mon - Fri)

Customer Service Manager - Homeworking.  Working Hours, Monday to Friday, 9am-6pm.  A developing role has just become available for a candidate seeking a homeworking Customer Service Manager role with a small niche Cruise Tour Operator based in London. Our client is looking for a dedicated customer service manager who will lead and drive their small pre and post departure customer service team to deliver world class service to its cruise customers. The role is ideally created for a problem-solver who thinks inside, outside and under the box, someone who is a great team player, ambitious and looking for their next rewarding travel challenge. The role will lead a team of 3 customer service assistants responsible for various pre and post departure related duties.

Role and Responsibilities

• Providing help and advice to passengers using our client’s cruise products or services
• Communicating courteously with passengers by telephone, email, and letter
• Investigating and solving passengers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants
• Handling customer complaints or any major incidents, such as a security issue or a passenger being taken ill
• Keeping accurate records of discussions or correspondence with passengers and suppliers This will include updating the In-house booking system of itinerary changes
• Analysing statistics or other data to determine the level of customer service your cruise brand is providing
• Writing reports analysing the customer service being provided
• Improving customer service procedures, policies, and standards for our client
• Meeting with other managers to discuss possible improvements to customer service
• Involvement in staff recruitment and appraisals
• Training staff to deliver a high standard of customer service
• Respond to Social Media & Trust Pilot with the aim to resolve and improve level of score
• Learning about our client’s cruise products or services and keeping up to date with changes
• Create weekly reports and regular summaries on customer service performance delivery, trend analysis and continuous improvement ideas
• Work closely with other department managers to improve processes ensuring service to our client’s customers is always of a highest standard
• liaising with the Accounts Team for refunds or compensation due to passengers
• Handling Out of Office Emergency Calls

Now Let’s Talk About You:

• Supervisory or Managerial experience with an outbound tour operator
• Possess communication skills that allow you to inform, help and advise passengers clearly and to liaise effectively with other professionals
• Ability to work individually or as part of a team
• Listening skills, to understand exactly what passengers require
• Problem-solving skills
• confidence, patience, politeness, calm manner, tact, and diplomacy, when dealing with difficult situations
• Motivational skills and an ability to supervise and lead a team of customer service assistants
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• An ability to work well under pressure
• Organisational and planning skills to develop customer service policies
• Knowledge of any GDS systems (Amadeus, Galileo, Sabre or Worldspan) would be a bonus but not an essential requirement for the position

Working Hours:

Working hours are 9am to 6pm, Monday to Friday. As with all Management positions these hours may change in the future depending on the needs of the business. Candidate will be entitled to 22 Days Annual leave plus Bank Holidays.

The Package:
Our client offers a basic salary of up to £35,000 per annum DOE + £5,000 - £10,000 bonus + benefits, alongside the opportunity to travel on worldwide cruise educationals.

Interested? If so, we’d love to hear from you!

Important, Please Note: It is unlawful to employ a person in a UK-based role who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to your situation prior to applying.