Customer Relations Manager in Banstead

Overview

The Customer Relations Manager leads our ambition to be best in class at handling complaints and feedback, building a function that is fast, personal, available, and continuously learning from what customers tell us. This role leads the team, the workload, and our most complex casework, including ABTA mediation, arbitration and personal injury claims. It is a role built for someone who wants to shape how Newmarket Holidays turns a difficult moment for a customer into a reason they come back and become a brand ambassador. Handled well, complaints are one of the strongest retention levers we have, and this role is what makes that real.

Responsibilities

• Lead and manage a small, dedicated customer-facing team in the travel industry, ideally within tour operating.
• Handle complex, sensitive, or regulated casework, including compensation, injury, or formal escalation such as ABTA mediation and arbitration.
• Oversee ABTA mediation and arbitration processes and ensure compliance with relevant regulations.
• Drive improvements in team performance against service level targets.
• Collaborate with a case management or CRM platform to track and manage cases.
• Coach and develop the team to resolve cases independently and confidently.
• Remain calm and fair under pressure during emotionally challenging conversations with customers and colleagues.
• Shape new ways of working and set a high standard for the team.
• Use data to track performance and advocate for changes with product, purchasing, and other teams.
• Treat each case as an opportunity to prevent future issues and improve overall service.

Qualifications

• Experience managing and motivating a small, dedicated customer-facing team in the travel industry, ideally within tour operating.
• Track record of handling complex, sensitive, or regulated casework (e.g., complaints involving compensation, injury, or formal escalation such as ABTA mediation/arbitration).
• Understanding of the small claims process is 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.
• Natural people leader who coaches and builds confidence in a team that resolves cases independently.
• Ability to stay calm and fair under pressure and handle emotionally challenging conversations.
• Ability to think strategically, set high standards, and lead through change.
• Data-driven mindset to track performance and justify changes across functions.

What we offer

• A diverse, collaborative team with real opportunities to learn and grow.
• Leaders invested in your development.
• Encouragement to take initiative and try new things.
• Flexible, hybrid working.
• Benefits package including generous annual leave, staff discounts, salary-sacrifice pension scheme, family leave arrangements, and health and wellbeing benefits.
• Access to voluntary benefits such as EV purchase schemes, activity passes, menopause support, and discounts for lifestyle brands.
• The opportunity to travel to destinations and experience holidays first-hand.

How to apply

If you’re passionate about travel and have the experience to match, please apply with your CV, a brief covering note, your salary expectations, and any notice period. (No agencies)

Newmarket Holidays is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to the equal treatment of all current and prospective employees.