Job description
The Customer Services Manager is responsible for the strategic and operational leadership of the Customer Services department. This role ensures the delivery of exceptional service across all customer touchpoints, while driving performance, compliance, and continuous improvement. The Manager will oversee the Assistant Manager and Team Leaders, ensuring alignment with company goals and the embodiment of the SMILE values throughout the team.
Main Responsibilities
1. Lead and manage the Customer Services department, ensuring high standards of service delivery and customer satisfaction.
2. Develop and implement departmental strategies, policies, and procedures to enhance operational efficiency and customer experience.
3. Oversee the performance of the Assistant Manager and Team Leaders, providing coaching, support, and development opportunities.
4. Monitor departmental KPIs and service metrics, taking proactive steps to address underperformance and drive continuous improvement.
5. Handle escalated and complex customer issues, ensuring timely and effective resolution.
6. Collaborate with other departments to ensure a seamless customer journey and resolve cross-functional issues.
7. Lead recruitment, onboarding, and training initiatives to build a high-performing team.
8. Foster a positive, inclusive, and collaborative team culture that encourages innovation, accountability, and professional growth.
9. Ensure compliance with all regulatory requirements and internal policies, including Health & Safety.
10. Promote and embed the company’s SMILE values in all aspects of team and customer interactions.
Qualifications & Experience
11. Proven experience in a senior customer service leadership role
12. Experience managing teams in a fast-paced environment
13. Experience within the travel industry
14. Previous experience in succession planning and departmental development
Customer Service
15. Demonstrated track record of delivering outstanding customer service
Skills
16. Strong leadership and people management skills
17. Knowledge of Isell and HTOL systems
18. Excellent organisational and time management skills
19. Strong problem-solving and conflict resolution abilities
20. Excellent verbal and written communication skills
21. High attention to detail and accuracy
22. Ability to work under pressure and manage multiple priorities
23. Self-motivated and proactive
24. Ability to inspire and lead by example
25. Promotes fairness, consistency, and confidentiality
26. Effective at liaising with stakeholders at all levels
27. Strong listening and motivational skills
28. Advanced knowledge of Microsoft Office 365
29. Awareness of social media as a communication tool