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- Tasks: Lead customer relations and improve the customer journey across dnata's UK brands.
- Company: Join dnata Travel Group, part of Emirates, known for exceptional travel services.
- Benefits: Enjoy 25 days annual leave, private medical cover, travel discounts, and more perks!
- Why this job: Be a key player in shaping customer experiences and fostering a fun, inclusive culture.
- Qualifications: Experience in service industries, strong leadership skills, and a knack for problem-solving required.
- Other info: Based in Leyland, near Preston, with opportunities for ongoing development and community support.
The predicted salary is between 43200 - 72000 £ per year.
dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic. We are now recruiting for a Head of Customer Relations & Specialist Operations. This is a crucial role within the organisation, responsible for ensuring that customer needs and expectations are consistently met across the dnata UK brands.
This role will be responsible for leading operational managers and the wider team, to drive continuous improvement by gaining customer feedback, using customer data and understanding customer trends and breakpoints to redefine the customer journey. A key element of the role will be to develop and implement strategies to improve customer experience and foster a customer-centric culture. Aligning the customers support function strategies with the overall business objectives, whilst developing plans and targets to deliver best in class service.
The role will involve being responsible for developing and driving the Strategic & Operational complaint and issue resolution function of all aspects of the B2B brands (Gold Medal), Travel Republic, Travelbag and Netflights businesses, working in close liaison with the operational and sales leads across the brands ensuring an exceptional customer experience is being delivered whilst being compliant with UK travel regulations. This role is based at our Leyland office, near Preston.
Job Accountabilities:
- Ownership, development & delivery of strategic programmes to drive operational excellence
- Deliver the out of hours strategy to provide a strong 1st call resolution response to in resort issues outside core hours
- Drive team performance and a Centre of Excellence through performance expectations and coaching your team
- Lead, grow and inspire your team and drive a culture of fun within our operational teams
- Champion culture engagement and inclusion to ensure that every person feels they belong to the dnata family
- Define a suite of KPI’s to drive the delivery of exceptional customer service within our customer support function
- Provide regular updates and reports to senior leadership on the company’s service KPI’s, key findings and recommendations
- Implement a comprehensive complaints management system for all brands and monitor trends with the complaints data to make data driven decisions
- Drive efficiencies through continuous improvement, reviewing processes and implementing technologies improvements.
- Collaborate with key stakeholders, product and technology teams to implement and optimise tools that enhance efficiency and accuracy in processes and reporting.
- Control department budgets & monitor expenditure
- Ensure that the teams are working within ABTA/ATOL/Legal and Package Travel Regulations guidelines, highlighting any possible breaches or changes to rules to the business for action to be taken.
- Working closely with the dnata legal teams when dealing with escalated cases.
- Continually monitor CRM standards in our Service operations to ensure we are delivering the highest quality service levels.
To be considered for this role, you need to have the following skills and experience:
- Extensive experience in the service industry and served as a Divisional Manager – Travel industry expertise is highly preferred however not essential
- Experience across B2B & B2C Service / Customer Relations environments
- Proven experience leading teams both UK based and offshore in a fast-paced environment
- Strong strategic & creative skills
- Track record in change management
- Analytical skills, ability to assess complex risk factors and make informed decisions under pressure
- Excellent verbal and written communication skills with the ability to engage and influence stakeholders at all levels
- Strong problem-solving skills
- ABTA Code of Conduct / Package travel regulations knowledge
- Knowledge on the overall Travel industry issues, trends and economics
Our range of benefits include:
- 25 days annual leave plus bank holidays, increasing to 28 days after 5 full years of service
- Additional annual leave purchase scheme
- Company pension scheme
- Life assurance
- Private Medical cover for you
- Employee Assistance programme
- Mental Health First Aiders
- Ongoing development – we have an in-house People Development Team
- Travel discounts – we have a dedicated Staff Travel Team to source the best deals for our people
- Industry/social events – including supplier events, office socials & parties and pop-up shops
- Cycle to work scheme
- Long service awards
- Belong Programme - Employee Resource Groups (ERGs) that play a crucial role in implementing our DE&I strategy
- Volunteer days – one day’s paid leave each year to volunteer with a registered charity
- dnata4good – supporting the local communities we work, live and thrive in
- Refer a friend scheme
- Free eye care tests
- Free Taste Card membership – offering discounts on dining out, movies, attractions, takeaways and online shopping
- Free tea and coffee, break out areas with free Wi-Fi
Head of Customer Relations & Specialist Operations employer: dnata Travel
Contact Detail:
dnata Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Relations & Specialist Operations
✨Tip Number 1
Familiarise yourself with the latest trends in customer relations and the travel industry. Understanding current challenges and innovations will help you speak confidently about how you can drive improvements in customer experience during interviews.
✨Tip Number 2
Network with professionals in the travel and customer service sectors. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities within dnata Travel Group.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams and implemented change in previous roles. Highlighting your leadership style and results-driven approach will resonate well with the hiring managers.
✨Tip Number 4
Research dnata Travel Group's brands and their customer service strategies. Being able to articulate how you would align your vision for customer relations with their existing goals will demonstrate your commitment and understanding of the role.
We think you need these skills to ace Head of Customer Relations & Specialist Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer relations and operations management. Use specific examples that demonstrate your ability to lead teams and improve customer experiences, particularly in the travel industry.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your strategic vision for enhancing customer relations. Mention how your skills align with the job requirements and how you can contribute to dnata Travel Group's goals.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements from your previous roles. For instance, mention any successful projects that improved customer satisfaction or operational efficiency, as these will resonate well with the hiring team.
Showcase Leadership Skills: Emphasise your leadership experience and ability to inspire teams. Provide examples of how you've fostered a positive team culture and driven performance improvements, as this is crucial for the Head of Customer Relations & Specialist Operations role.
How to prepare for a job interview at dnata Travel
✨Understand the Customer-Centric Approach
Make sure you grasp the importance of a customer-centric culture. Be prepared to discuss how you would implement strategies that enhance customer experience and align with business objectives.
✨Showcase Your Leadership Skills
As this role involves leading teams, be ready to share examples of how you've inspired and developed your team in previous positions. Highlight your experience in driving performance and fostering a positive work environment.
✨Demonstrate Analytical Thinking
Prepare to discuss how you have used data to drive decisions in past roles. Be specific about how you've assessed customer feedback and trends to improve service delivery.
✨Familiarise Yourself with Industry Regulations
Since compliance with UK travel regulations is crucial, brush up on ABTA/ATOL guidelines. Be ready to explain how you would ensure your team adheres to these standards while delivering exceptional service.
