Customer Relations Manager

Customer Relations Manager
This luxury travel company are one of the UK’s leading villa specialists, with an outstanding collection of properties across a wide range of sought after worldwide destinations. They are dedicated to excellence, authenticity, and personalised service and now have a vacancy for a Customer Relations Manager to join them to lead the customer service function. This role involves managing pre and post travel complaints delivering exceptional service and developing customer service strategies to enhance customer satisfaction and ensuring an ongoing commitment to quality control.  Salary of circa £38k, hybrid working 3 days in London.   Excellent range of company benefits including a free annual villa stay!

Customer Relations Manager – Role & Responsibilities: 

• Lead the Customer Service team, handling and resolving pre and post-travel issues, managing the complaints process and taking ownership of complex & sensitive cases.
• Develop and implement customer service strategies, policies, and procedures to enhance guest experiences from booking to post-holiday follow-up.
• Monitor and manage customer satisfaction levels through platforms like Feefo, Trustpilot, and Google, addressing areas for improvement.
• Build and maintain strong customer relationships, gathering detailed post-holiday feedback.
• Measure and report on key performance indicators (KPIs) to drive service delivery improvements.
• Collaborate with sales and marketing to optimise the customer journey, reduce churn, and drive retention and referrals.
• Alongside Operations Manager implement a comprehensive compensation strategy.
• Develop incentives to increase feedback response rates and collate additional feedback from partners, suppliers, owners, and agents.
• Encourage and nurture a feedback culture across the business, sharing insights with the team.
• Keep abreast of developments in customer service strategies and technologies, implementing changes to stay ahead. Stay updated on industry trends and best practices to drive innovation and operational excellence.

Customer Relations Manager – Skills & Experience Required:

• Proven experience in customer relations and complaint handling, preferably with travel industry experience.
• Excellent understanding of customer service principles with the ability to develop strategies to improve satisfaction and loyalty.
• Experience of managing quality control processes to ensure products meet required standards.
• Excellent analytical and critical thinking skills for identifying issues and implementing solutions.
• Strong verbal and written communication skills.
• Knowledge of relevant travel industry standards & regulations to ensure compliance and adherence to quality standards.
• Working knowledge of relevant customer service tools & quality control software to streamline customer service operations and reporting.
• Ability to collaborate effectively with internal colleagues, fostering a positive and motivated team environment. 
• A genuine understanding of customer concerns and the capacity to empathise, driving meaningful solutions.
  Ability to build effective and trusted relationships.

Customer Relations Manager – Key Benefits: 

• Salary circa £38k
• Monday to Friday 9 to 5.30 – flexi time available
• Hybrid working, 3 days in London office.
• Complimentary villa stay each year

Please apply for the position of Customer Relations Manager online or email your cv to lisa@candm.co.uk