At a Glance
- Tasks: Lead a team to resolve complex customer complaints in the travel industry.
- Company: Join a well-established name in the travel sector with a focus on quality service.
- Benefits: Enjoy a great salary, hybrid working, and excellent career development opportunities.
- Other info: Flexible weekend work during peak seasons and a supportive team environment.
- Why this job: Make a real impact by turning customer complaints into loyalty and advocacy.
- Qualifications: Experience in managing customer relations and handling sensitive casework is essential.
The predicted salary is between 35000 - 42000 £ per year.
Customer Relations Manager job in Croydon within the travel industry, offering an excellent salary plus benefits. This is a leadership role owning the Customer Relations team and our most complex casework, including ABTA mediation, arbitration and personal injury claims.
Do you want to lead a team that turns a customer’s worst moment into the reason they come back? Are you confident handling complex, sensitive casework — from ABTA mediation and arbitration through to personal injury claims? Do you enjoy coaching a team to resolve cases independently, while staying calm and fair under pressure yourself? And are you genuinely curious about what complaints tell a business, using every case as a chance to prevent the next one?
Our client is a well-established name in the travel industry, known for the quality of the holidays they design and the standard of service they deliver. Complaints handling is a genuine priority for them — they see it as one of the strongest levers they have for building loyalty and turning customers into advocates. They are now seeking a Customer Relations Manager / Complaints Manager to lead the team, the workload and the most complex casework — shaping how the business handles complaints and feedback for the long term.
The RoleIn this role, you will lead the Customer Relations team day to day while personally handling the most complex and sensitive casework the business faces.
- Manage the Customer Relations team, including workload, coaching, development and recruitment
- Champion a call-to-resolve approach where it delivers the best outcome for the customer
- Personally handle ABTA mediation calls, pre-arbitration assessments and written defences
- Liaise with insurers on potential personal injury claims
- Approve refunds and compensation payments within delegated authority limits
- Monitor workflow to keep response times and phone performance within agreed SLAs
- Lead planning and delivery of weekend opening during peak season, staffed on a fair rota
- Meet regularly with Product teams to resolve individual issues and identify recurring themes
- Lead the team’s use of case management technology, including AI-assisted first responses
- Partner with the Head of Customer Experience on the most complex situations, deputising in their absence
- Experience managing and motivating a small, customer-facing team, ideally within travel or tour operating
- A track record of handling complex, sensitive or regulated casework — compensation, injury claims or formal escalation such as ABTA mediation and arbitration is highly desirable
- Familiarity with ABTA’s Code of Conduct and the Package Travel Regulations
- Experience improving team performance against service level targets
- Comfortable working with a case management or CRM platform
- A natural people leader who coaches and builds a team’s confidence and independence
- Calm and fair under pressure, particularly in emotionally difficult conversations
- Confident using data to track performance and make the case for change with other teams
Hybrid working — 2 days in the Croydon office, 3 days from home. Excellent salary plus benefits. A genuinely influential leadership role, with real autonomy over how the team works. Ownership of the most complex casework in the business, including ABTA mediation and arbitration. Occasional weekend flexibility required during peak season, on a fair rota basis.
CUSTOMER SERVICES MANAGER in London employer: Ambitions Travel Recruitment
Join a dynamic team in Bristol as a Luxury Ski Sales Consultant, where your passion for skiing and luxury travel will be rewarded with a competitive salary and commission structure. Our supportive work culture fosters personal growth and career progression, allowing you to build lasting relationships with discerning clients while enjoying the unique advantage of regular travel to stunning Alpine locations. Experience the thrill of matching guests with extraordinary ski holidays in an environment that values excellence and ambition.
Contact Details:
Ambitions Travel Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land CUSTOMER SERVICES MANAGER in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ambitions Travel Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ambitions Travel Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CUSTOMER SERVICES MANAGER in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ambitions Travel Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Ambitions Travel Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ambitions Travel Recruitment!
How to prepare for a job interview at Ambitions Travel Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
