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- Tasks: Manage customer complaints, feedback, and post-travel communication to enhance experiences.
- Company: Join Halsbury Travel, a leader in school travel with over 40 years of experience.
- Benefits: Enjoy travel opportunities, private healthcare, enhanced parental leave, and a company pension.
- Why this job: Be part of a mission to inspire young people through unforgettable educational trips.
- Qualifications: Experience in travel is a plus; strong communication and organizational skills are essential.
- Other info: This is a part-time role with a competitive salary and Monday to Friday hours.
The predicted salary is between 24000 - 36000 £ per year.
Job Title : Customer Retention Manager Location: Nottingham Salary : Competitive Job Type: Permanent, Part-Time
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
– 20 hours per week If you\’re passionate about travel and giving young people opportunities that will inspire and further their learning, we want to hear from you Established over 40 years ago, Halsbury Travel is a market leader within the school travel industry and specialises in international tours for schools and groups to destinations across Europe and worldwide.
Our mission is to make organising school trips easier, so that more young people benefit from these unforgettable, inspiring educational experiences.
We were recently acquired by Literacy Capital Plc, who are experts at investing in and growing SME businesses.
Due to the rapid expansion of our company, an exciting opportunity has arisen to join our customer service and retention team.
Responsibilities: Investigate and Resolve Customer Complaints: Handle all official customer complaints promptly, ensuring responses are thorough, empathetic, and compliant with company policies and ABTA guidelines.
Feedback Management: Review, respond to, and address feedback received through our customer service questionnaires, using insights to continuously enhance customer experiences.
Post-Travel Communication: Engage directly with Group Leaders post-travel who wish to provide in-depth feedback, ensuring their voices are heard and concerns are appropriately addressed.
Collaborate for Continuous Improvement: Work closely with internal departments-including Operations, Sales, and Procurement-to drive improvements based on customer feedback and service reviews.
Customer Retention Support: Partner with the Sales team to strengthen customer relationships, retain key clients, and support repeat business opportunities.
Post-Trip Payments and Supplier Recovery: Manage and track post-trip goodwill payments while coordinating to recover costs related to service failures or unmet contractual obligations.
Required Skills and Knowledge: Previous experience in the travel industry is highly desirable.
Excellent organisational and administrative abilities, with a keen attention to detail.
Proactive mindset with the ability to manage and prioritise multiple tasks effectively.
Strong interpersonal skills, with the ability to build and maintain positive relationships with colleagues, suppliers, and customers.
Confident and outgoing personality, capable of handling high-pressure situations calmly and efficiently.
Exceptional verbal and written communication skills.
Positive \’can-do\’ attitude with a problem-solving approach.
High proficiency in written and spoken English (Grade C or above at GCSE or equivalent).
Benefits: Opportunities to travel Enhanced maternity and paternity pay Private health care On-site parking Company pension scheme Monday to Friday working days Please click the APPLY button to submit your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Guest Services Supervisor, Customer Service Manager, Customer Services Coordinator, Senior Customer Service Advisor, Client Services Executive, Hospitality, Travel Agent, Customer Success Manager, Customer Support Assistant, Customer Service Administrator, Visitor Services Manager, Guest Services Manager may also be considered for this role.
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Customer Retention Manager employer: Halsbury Travel Ltd
Contact Detail:
Halsbury Travel Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Manager
✨Tip Number 1
Familiarize yourself with the travel industry, especially in the context of school trips. Understanding the unique challenges and opportunities in this niche will help you stand out during interviews.
✨Tip Number 2
Network with professionals in the travel sector, particularly those involved in customer service and retention. Attend industry events or join online forums to connect with potential colleagues and gain insights into best practices.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully handled customer complaints or feedback in the past. Highlight your problem-solving skills and ability to maintain positive relationships under pressure.
✨Tip Number 4
Research Halsbury Travel's mission and values thoroughly. Be ready to articulate how your personal values align with theirs, especially regarding enhancing educational experiences for young people.
We think you need these skills to ace Customer Retention Manager
Some tips for your application 🫡
Understand the Company: Research Halsbury Travel to understand their mission and values. Familiarize yourself with their services and recent developments, especially their acquisition by Literacy Capital Plc.
Tailor Your CV: Highlight your relevant experience in the travel industry and emphasize your organizational skills, attention to detail, and ability to handle customer complaints effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for travel and how you can contribute to enhancing customer experiences. Mention specific examples of how you've successfully managed customer relationships or resolved complaints in the past.
Showcase Communication Skills: Since exceptional verbal and written communication skills are crucial for this role, ensure your application is well-written, clear, and free of errors. Consider including a brief example of a challenging customer interaction you've handled.
How to prepare for a job interview at Halsbury Travel Ltd
✨Show Your Passion for Travel
Make sure to express your enthusiasm for the travel industry during the interview. Share any personal experiences or insights that highlight your passion for providing young people with inspiring travel opportunities.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've effectively handled customer complaints in the past. Highlight your ability to remain calm under pressure and your proactive approach to resolving issues.
✨Highlight Your Communication Skills
Since exceptional verbal and written communication skills are crucial for this role, practice articulating your thoughts clearly. Be ready to discuss how you would engage with customers and internal teams to enhance their experiences.
✨Emphasize Team Collaboration
Discuss your experience working with different departments to drive improvements based on customer feedback. Show that you understand the importance of collaboration in enhancing customer retention and satisfaction.
