Customer Relations Manager

We're looking for an experienced Customer Relations Manager to lead a team that provides high-quality support and assistance to Travel Counsellors and their customers with post-travel complaints.

This is a challenging and rewarding role that will allow you to showcase your customer relations management skills while staying motivated and expanding your experience.

The hours of work for this Customer Relations Manager role are Monday to Friday, 0900 to 1730. As a Senior Manager in the business, you will be expected to have a presence in the office a minimum of 4 days a week.

Principal Accountabilities

Reporting to the Operations Manager, the Customer Relations Manager will be responsible for:

Team Management: Lead and manage the Customer Relations team, authorise colleague leave, and provide guidance, support, and training to ensure the team is equipped to handle all enquiries with professionalism and accuracy and provide help and advice for complaints resolution.
Workload and SLA Management: Ensure the daily workload is distributed and actioned in line with current SLAs, with a focus on delivering a high-quality TC experience. Monitor, manage and maintain SLAs, highlighting gaps and putting remedial actions in place if performance falls below expectation.
Stakeholder Collaboration: Develop and maintain strong working relationships with key stakeholders, including TCs, internal SMEs, and external suppliers, to ensure that the team is up to date with the latest regulations, trends, and developments. Contribute to weekly Ops stand-ups and town hall sessions.
Crisis Management: Act as Key Stakeholder for Crisis Management and the role that Customer Relations plays in this.
Performance Management: Perform monthly 1-2-1s with first reports using OKRs, productivity & performance data, competency evidence, and colleague engagement and satisfaction. Identify any development needs within the team and plan training accordingly to support team and individual objectives aligned with the operational and strategic KPIs.
Resource Planning: Plan resources for the year in line with a resourcing model.

Prior experience heading up a Customer Relations Team - preferably in the Travel industry
Strong knowledge of package travel regulations
Excellent problem-solving skills with a passion for providing the best possible outcomesJoin a team that helps to create moments that matter every single day - apply for this Customer Relations Manager role!

Here at Travel Counsellors, our customers, communities, and colleagues lie at the heart of everything we do - and that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We've been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves on remaining a company that truly cares and has never wavered from its purpose - to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 400 super-talented people in our support offices to help them create unique, inspiring, and exciting experiences for their customers whilst building lasting personal relationships that bring them back to us, time and time again.

Our unique approach within the workplace - as well as towards customers - has seen us receive numerous awards and accolades, including being named The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 and 2024 (Large Company), as well as being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category!

We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over £930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish

A competitive basic salary + annual company bonus
Flexible hybrid working model
Career development and promotional opportunities
25 days holidays (increasing to 28 after 5 years of service)
A Moments That Matter Day (annually)
Enhanced maternity/paternity pay
Holiday buy and sell (up to 5 days per year)
3 paid days charity leave
Company events, socials, and incentives
3x annual salary death in service benefit
Company pension scheme
Costco membership
Salary sacrifice, company car scheme
Cycle to Work Scheme
Employee Assistance Programme
Free breakfast, fruit, and hot/cold beverages
Referral scheme
Employee discount
Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)

Essential Skills