Customer Care Manager
Location: Remote (Manchester, Greater Manchester)
Salary: £35,000 – £38,000 per annum + Additional Company Benefits
Job Type: Permanent
Posted by: Travel Trade Recruitment Limited
Job Description
A leading luxury brand in the travel industry is seeking a Customer Care Manager to be the voice of the customer and lead a small, dedicated team. The ideal candidate will resolve escalated issues, analyse feedback trends, and work cross-functionally to continuously improve customer satisfaction. This role plays a pivotal part in enhancing the company’s brand reputation and delivering outstanding post-travel care.
Responsibilities
- Manage the day-to-day operations of the Customer Care function
- Align guests’ post-travel experiences with global teams
- Demonstrate strong situational management, especially during disruptions
- Deliver a balanced approach to problem-solving between guest satisfaction and commercial needs
- Develop strong internal and external stakeholder relationships
- Maintain high service levels and achieve SLAs consistently
- Promote continuous improvement in guest experience and internal processes
- Support customer service teams during emergency responses
- Maintain a strong understanding of company products and services
- Keep guests informed throughout the care process
- Accurately document feedback for future reference
- Respond to guest communications in line with ABTA guidelines
Requirements
- Previous experience in Customer Care
- Essential: ABTA and arbitration handling knowledge
- Proven problem-solving and decision-making skills
- Strong under pressure and able to stay calm during crises
- Excellent verbal and written communication skills
- Highly organized with exceptional time-management
- Proactive, self-motivated, and detail-oriented
- Team player who can also work independently
- Confident when dealing with sensitive or legal issues
- Familiarity with consumer rights and ABTA regulations
Benefits
- Competitive salary with performance bonuses
- Travel perks and industry discounts
- Flexible/hybrid working arrangements
- Supportive, inclusive, and global team environment
- Career development and ongoing training opportunities
How to Apply
To apply, please submit your CV following the application link. For more information, contact Gemma at Travel Trade Recruitment Limited.
