Fred Olsen Travel was established in 1988 with family values at its heart and knowledgeable staff across the board. As one of the UK’s most established travel companies, Fred. Olsen Travel provides outstanding customer service, choice and value for money through our six distinct specialisms, covering land, river and sea to go along with the multiple high street travel agencies dotted around East Anglia and the South Coast. Fred. Olsen Travel is also the UK general sales agents for Star Clippers, Amadeus River Cruises and American Cruise Lines. As our business continues to grow from strength to strength, we’re thrilled to be in a position to welcome a highly motivated and dedicated Service Manager to our dynamic team at our Ipswich Head Office. This is a pivotal role with a dual focus: delivering an exceptional level of customer service while also ensuring the efficient and accurate processing of documentation in line with our service level agreements (SLAs). The role will require operational management of the Travel Service area for post booking services including handling and resolving on departure and in resorts issues. You’ll be the driving force behind service excellence, leading by example and ensuring our customers receive outstanding support every step of the way. Each booking is important to us, we are travel enthusiasts who value our customers and want nothing but the best service for them leading up to their holiday, therefore to be successful in this position you will need to be passionate about creating positive customer experiences, thrive in a fast-paced environment, and have a sharp eye for detail. In return, you’ll join a supportive and ambitious team where your contributions are valued, and your career development is genuinely encouraged. Duties for this position include: Day to day management of the Customer Service & Administration area, ensuring the department is resourced according to budget requirements for Fred. Holidays Tour Operation and GoCruise & Travel Franchise. Set service targets, aligned with overall budget requirements for Fred. Holidays Tour Operations and GoCruise & Travel Franchise. Oversee the planning, implementation, execution of procedures and tasks for Administration and Travel Services. To cost effectively recruit new staff as required. Setting standards and benchmarks by which to monitor both individual and team(s) performance. Ensure all staff perform to the highest level via constant and sustained focus on staff development. Agree and set delivery targets in conjunction with the Tour Operations Leadership team and strive to exceed the targets set. Arrange and chair weekly meetings, monthly review, and team meetings. Skills and experience required include: Previous sales or customer service experience within the travel industry. Prior people management experience Experience in handling customer complaints Understanding of package travel requirements, in addition to the procedures of reservations and administration. Ability to manage varied and competing priorities. Strong communication and the ability to motivate a team effectively. A skill set of training and development is desirable but not essential. This is a permanent Full-Time office-based role, working 35 hours per week, Monday to Friday, with Saturdays as required according to business needs. Our values are: Customer Driven: We strive to look through the lens of each customer to ensure we continuously put their needs and expectations at the heart of everything we do. Valuing Diversity: We believe differing views and experiences make us stronger. By working to create a representative and inclusive business, we can deliver the right solution to our customers in the right way. Investing in people: We believe that by continuously seeking to grow personally and professionally develop our people, we can improve our future today. Winning Together: We deliver our best outcomes and results when we all pull in the same direction, creating a positive team spirit where people feel valued, support each other and share in success together. Doing the right thing: We pride ourselves on doing what is right and building trust in every situation with our people, customers and community. Fred. Olsen Travel offers a range of company benefits including BUPA medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our MyBenefits scheme. Attached to this advert you will find a full job description and details of our Company benefits on offer. As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know. We know our people are our biggest strength, and we’re determined to continuously enhance the way we manage, develop, and lead. Here at Fred. Olsen Travel we are proud to be accredited by Investors in People, and we take pride in putting our employees first.