UK Customer Service Manager

Reporting to the Customer Operations Manager, in this role your responsibilities will include:

• Driving a high performing culture within PGL's Customer Service team, maximising development opportunities and ensuring the team are mentored and motivated to provide the highest level of customer service.
• Developing strategies to enhance customer service and increase customer satisfaction, working proactively with key stakeholders, pushing an innovative approach to improve communication channels, consistency across the customer journey & operational efficiency.
• Championing PGL's customers throughout the customer journey, interrogating and interpreting insights to ensure customers are at the heart of decision making, and the team take a proactive approach to troubleshooting to minimise complaints and maximise retention.
• Driving a commercial ethos & creating a platform to maximise retention, maximising pre-travel sales and continuously improving the customer experience.
  
  Proven track report of leading a team to achieve targets and KPIs
• Excellent leadership skills with the ability to motivate teams and improve performance
• A skilled approach to planning, implementation & monitoring to ensure success
• Strong personal organisation skills - ability and experience of effectively prioritising workloads and multi-tasking
• Experience of developing, implementing and monitoring sales and customer service strategies
  
  PGL is proud to be the UK's leading provider of outdoor education. Since 1957 we've provided enriching and life-affirming experiences to millions of children, inspiring the next generation through adventure, discovery and the great outdoors
We have an exciting new opportunity for someone to join our dynamic Customer Service team.

We understand that our people are the secret to our success - which is why we offer a sector-leading rewards package to our colleagues:
• A great salary of up to £45,000 per annum (based on 37.5 hours per week, Monday to Friday)
• Company pension and death in service scheme
• Annual leave - 20 days plus bank holidays
• Birthday leave - an extra day off on your birthday, every year
• Employee assistance programme - free, confidential wellbeing support and 24 hour helpline
• Prosper - Colleague reward programme for discounts and cashback at 1000s of retailers
• Reachout - Paid time off for volunteering and fundraising opportunities
• Salary Finance - access to affordable borrowing, saving and salary advances
• Enhanced maternity, paternity and adoption leave - sector-leading family policies
• Career development - ongoing training and support to grow a rewarding career with PGL