Customer Relations Manager
Due to an internal promotion, an award winning business operating within the travel industry has approached Hays seeking a Customer Relations Manager to join their well established team. As Customer Relations Manager for this international business, you will be managing the customer relations team ensuring that all complaints are processed efficiently and that all customers are provided with a high level of service.
The Customer Relations Manager will manage a team of 4 highly experienced Customer Relations Executives who will support offices and customers throughout the world handling both queries and complaints. Some calls will come from customers currently abroad on holiday, therefore these calls must be treated as a priority, ensuring they are resolved and therefore avoiding any future complaints. You will be liaising with field based sales agents, therefore must maintain strong channels of communication between them and individual customers. A strong understanding of the business model, other international offices and the complaints procedure must be developed so you are able to provide strong support to all parties involved.
As Customer Relations Manager you must have a thorough understanding of contractual agreements within the industry, therefore will have the ability to liaise with development teams to modify and make improvements to any existing processes. As Manager you will also be required to produce reports in relation to the above processes and KPI's across the Customer Relations team. The role will also involve supplier liaison as you will be expected to identify any improvements which could be made to create stronger relationships across the business.
The successful Customer Relations Manager must have significant Customer Relations/Customer Service experience, having previously worked within the travel industry, ideally where you have been working within a role handling complaints. You must also have a strong knowledge of litigation and county court processes, possessing a strong knowledge of EU Package Travel regulations. A dynamic and energetic approach is required in order to effectively lead the team and drive the department forward, as well as strong communication skills and customer service experience.
Should you have the relevant skills and experience and wish to apply for this role, please send an up to date CV through to Hays Office Support.
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