Client Services Manager

A long-established, award-winning travel company specialising in both packaged and bespoke holidays are seeking an experienced Client Services Manager to join their team. This Tour Operator is committed to delivering exceptional service, expert travel advice, and outstanding value earning the trust of their clients and recognition of the Travel Industry. If you have experience as a Customer Service Manager within the Travel Industry, and a passion for delivering exceptional customer experiences, managing dynamic teams, and ensuring operational efficiency, this is the opportunity for you! Starting £32k pa - £33k pa plus benefits and hybrid working is offered.

JOB DESCRIPTION:

As a Client Services Manager, you will oversee the smooth and efficient operation of our client services department. From managing customer interactions to supervising the team and ensuring compliance with company policies, you'll play a pivotal role in ensuring our clients receive top-tier service.

Key Responsibilities

• Optimise Efficiency: Develop and implement procedures to streamline operations and enhance productivity.
• Team Leadership: Supervise, train, and develop team members.
• Customer Interaction: Act as the first point of contact for client inquiries, directing them to the right department, resolving complaints, and maintaining high levels of customer satisfaction.
• Policy Development: Establish and maintain customer service policies and procedures.
• Support Sales: Work closely with the sales team to help achieve company goals.
• Team Management: Organise rotas and out-of-hours cover, manage holidays and absences, and conduct team performance reviews.
• System Oversight: Manage systems, including ticketing deadlines, schedule changes, quoting fares, and updates.
• Airline Liaison & System Oversight: Manage systems, including ticketing deadlines, schedule changes, quoting fares, and updates. Serve as the key contact for Airline Account Managers, managing contracts and resolving issues.
• Data Protection: Handle personal data in line with organisational policies.
• Adaptability: Take on additional responsibilities as required, demonstrating a flexible and proactive approach.

EXPERIENCE REQUIRED:

• Industry Expertise: A strong understanding of the UK travel industry.
• Client Service Experience: Proven experience in a similar client services role, managing complex and challenging customer service issues.
• Leadership Skills: Ability to train, mentor, and lead team members effectively.
• Organisational Skills: Expertise in planning, organising, and prioritising tasks to meet deadlines.
• Technical Proficiency: Strong knowledge of Microsoft Office, Galileo systems, and relevant software.
• Communication: Excellent verbal and written communication skills.
• Adaptability: A flexible, "can-do" attitude with a willingness to embrace change.
• Accuracy Under Pressure: Exceptional attention to detail, even in high-pressure situations.

THE PACKAGE

A Generous Starting salary of £32k - £33k pa

• Work with a dynamic and passionate team.
• Be a key player in shaping the customer experience.
• Opportunity to grow and develop your career within a supportive environment.
• Engage with leading airline and travel industry partners.

Ideally, the position will be office-based with hybrid working (2 days from home, 3 days in the office in Dorset). However, other hybrid options will be considered.

Working hours are Monday - Friday role (office hours) plus a share of out-of-hours shifts.

INJTERESTED?

Please follow the instructions to apply attaching your CV. This vacancy is being managed by Claire Muge. I can be contacted on or Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry! We have a variety of different opportunities so do submit your CV to us!