Customer operations manager

Customer Operations/Reservations  manager  - Required for this niche, fast going travel business based in South London. They are looking for an experienced operations/Reservations  manager from the travel industry to be hands on as well as lead and grow a team of 5 people. The role is hybrid, 3 days in the office,    salary 40/50k plus bonus and benefits

Customer operations/Reservations managers duties
-You will be managing a team of 5, which has plans to expand, who look after the client from first enquiry until they arrive home. 
-The manager will look at workload, and where it comes from  - by brand,by day, by the hour, by type of contact, and staff against the demand
-Build and run the rota,
-Set and publish service standards 
-Work closely with the technology team to help drive new technologies and improve process 
-Take personal ownership of escalations and complaints
-Handle supplier failures, itinerary changes etc 
-Set individual targets, coach against them and hold people to them fairly and consistantly

Customer operations/Reservations managers skills required
-Travel industry experience is a must as a reservations team leader/manager, customer service manager or operations manager
-Numerate and data driven
-Practical experience of rotas, scheduling and capacity planning
-Calim and credible when dealing with complaints
-Experience with 1-2-1s, coaching etc

Additional information
-Hybrid role, 3 days a week in a South London office
-25 days holidays, pension and travel discounts

If you are interested in the above role please apply online or send you cv to duncan@candm.co.uk quoting DT60886