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Customer Service Manager

Antella Recruitment
Job LocationLondon
EducationNot Mentioned
Salary34,000 - 35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

We have an amazing opportunity for a Customer Service Manager to work for a leading online travel and events agency!Our clients create and arrange travel packages, that combine a range of high profile, leading event tickets (Coldplay, Queen & Adam Lambert plus the famous Fury & White fight!) along with accommodation.You will be collaborating with a number of key internal stakeholders you will ensure that all the communication channels are accurate, up to date and aligned with the companies goals.Customer Service Team Manager duties

  • Run weekly customer service meetings
  • Manage our outsourced support agency
  • Managing the customer service executives time, work-flows and personal development programme
  • Produce weekly customer service KPIs and report back to COO on a regular basis
  • Ensure all team members keep accurate records of discussions or correspondence with customers
  • Continually review processes and policies to strive for improvement in efficiency and output
  • Own the Customer Communication Strategy, innovating as required
  • Management of annual customer compensation budget
Customer Service Team Manager Skills
  • Experience of customer service and complaints handling, gained within the Travel OR Events industry
  • Excellent telephone manner and written correspondence with exceptional interpersonal skills
  • Experience of managing a small team
  • Ability to thrive in a fast-paced environment with changeable workloads and competing priorities
  • Excellent attention to detail
  • Have experience of remote managing a team
Benefits package
  • Base annual salary of £35,000
  • Annual bonus of 15% of base salary
  • 25 Days paid leave & Bank Holidays, increasing by 1 day per year for every year employed (max 30 days)
  • Extra day off for your birthday
  • Access to discounted and free hotel stays & concert tickets
  • Private medical care
  • Great culture and fun team environment with regular team socials
  • Training and development budget
  • Remote first with expectation to be in the London office 2 days per week

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