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Job Title: Customer Service / Retention Manager
Location: Nottingham
Salary: Competitive
Job Type: Permanent, Part-Time - 20 hours per week
If you're passionate about travel and giving young people opportunities that will inspire and further their learning, we want to hear from you!
Established over 40 years ago, Halsbury Travel is a market leader within the school travel industry and specialises in international tours for schools and groups to destinations across Europe and worldwide.
Our mission is to make organising school trips easier, so that more young people benefit from these unforgettable, inspiring educational experiences.
We were recently acquired by Literacy Capital Plc, who are experts at investing in and growing SME businesses. Due to the rapid expansion of our company, an exciting opportunity has arisen to join our customer service and retention team.
Responsibilities:
- Investigate and Resolve Customer Complaints: Handle all official customer complaints promptly, ensuring responses are thorough, empathetic, and compliant with company policies and ABTA guidelines.
- Feedback Management: Review, respond to, and address feedback received through our customer service questionnaires, using insights to continuously enhance customer experiences.
- Post-Travel Communication: Engage directly with Group Leaders post-travel who wish to provide in-depth feedback, ensuring their voices are heard and concerns are appropriately addressed.
- Collaborate for Continuous Improvement: Work closely with internal departments-including Operations, Sales, and Procurement-to drive improvements based on customer feedback and service reviews.
- Customer Retention Support: Partner with the Sales team to strengthen customer relationships, retain key clients, and support repeat business opportunities.
- Post-Trip Payments and Supplier Recovery: Manage and track post-trip goodwill payments while coordinating to recover costs related to service failures or unmet contractual obligations.
Required Skills and Knowledge:
- Previous experience in the travel industry is highly desirable.
- Excellent organisational and administrative abilities, with a keen attention to detail.
- Proactive mindset with the ability to manage and prioritise multiple tasks effectively.
- Strong interpersonal skills, with the ability to build and maintain positive relationships with colleagues, suppliers, and customers.
- Confident and outgoing personality, capable of handling high-pressure situations calmly and efficiently.
- Exceptional verbal and written communication skills.
- Positive 'can-do' attitude with a problem-solving approach.
- High proficiency in written and spoken English (Grade C or above at GCSE or equivalent).
Benefits:
- Opportunities to travel
- Enhanced maternity and paternity pay
- Private health care
- On-site parking
- Company pension scheme
- Monday to Friday working days
Please click the APPLY button to submit your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Guest Services Supervisor, Customer Service Manager, Customer Services Coordinator, Senior Customer Service Advisor, Client Services Executive, Hospitality, Travel Agent, Customer Success Manager, Customer Support Assistant, Customer Service Administrator, Visitor Services Manager, Guest Services Manager may also be considered for this role.
