Customer Service Managers (2 roles)

Customer Service Managers (we call them Customer Experience Managers)

Are you passionate about delivering awesome customer service? Experienced people manager? From the travel industry? Looking for a new opportunity? Then we want you!

We’re Not Just Travel (NJT), a fab, growing, industry game-changing, multi award-winning travel company looking to expand our team.

At NJT, we’re committed to providing superb customer service in each and every interaction; to build our relationships for longer term growth.

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Overview

Our Customer Service Managers sit in our fantastic Operations team – the behind the scenes magic that makes a travel booking come alive and turns a dream into a reality – so we really want to ensure there’s no hiccups and the service delivery is smooth, seamless and simple. We take the stresses away and manage things like ERRATAS, schedule changes, check all booking details are as they should be, review added extras, tickets etc. Our Operations team supports our Franchise Owners who make the holiday bookings. It’s a busy team, and one where you can really make an impact; you can simplify and change processes/documentation, you can have input into the future ways of working. Ultimately you can ensure everyone heading off on holiday has an amazing experience when booking with NJT.

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You’ll be working in our world class customer service team, which is super engaged (our most recent employee engagement score was over 90%); leading a small team of your own, covering various elements of pre-travel and post-booking support. You’ll have a great peer group around you and super supportive leaders to help you deliver the very best service. We want to set you up for success to enable you to enjoy the journey with us!

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You’ll have a full training plan with us, and time to onboard effectively; you’ll then be empowered to manage your team and the associated workload accordingly. This is a home based role and your team will also be home based; together you will across a rota Monday – Saturday.

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You’ll need to know travel systems like i-sell inside and out; and have a background in travel which is non-negotiable. You’ll really need to know your stuff in terms of processes and documentation as you’ll be leading your team from the front, ensuring everything is delivered accurately to give the customer a really WOW experience! You’ll need to understand what makes the difference between customer service and NJT awesome customer service and we’ll be looking for you to share what this means to you during the interview process.

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About You:

We’re looking for that special someone with previous management or team leadership experience in a customer environment, from a travel background. Attention to detail, understanding travel related processes and how to improve them are essential. You’ll be an approachable individual, driven to succeed, to make the customer experience the best that it can be, and be looking for a role where you can really develop and implement changes that are best for the business and your team. This is home based role, working as part of NJT’s ever growing team.

• Experience in a similar role at team lead/manager level with proven capability in successfully managing a small team combined with exceptional customer service skills.
• Demonstrable experience of what makes exceptional customer service, not just good customer service.
• Experience of working as a team leader/manager within the Travel Industry.
• Results focused and committed to the values surrounding outstanding service delivery.
• The ability to be flexible and respond positively to change, with a determination to succeed.
• To thrive in a fast paced, customer focused environment.
• A passion for exceptional customer service delivery.
• Excellent organisational and communication skills both verbal and written.
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The Reward for You:

​We live and breathe the NJT values – Do the Right Thing; Loyalty & Appreciation; Mutual Respect, Trust & Honesty; Success Driven & Enjoy the Journey - in everything we do.

Our employee benefits are just one example of how we’ve done this.

Working with us, you can enjoy:

• 25 days holiday + 8 bank holidays as a minimum (for full time employees)
• Up to 30 days holiday available through long service and/or purchased holidays
• 1 day off to celebrate your birthday
• Discounted holidays
• Commission on holiday sales you make after completing the NJT onboarding training
• Private Medical Insurance including 24/7 access to online GPs
• Dental cash back
• Optician cash back
• Gym discounts
• Travel insurance
• Employee Assistance Programmes for you and your loved ones
• Life insurance
• Pension contributions
• Perkbox – giving you discounts on a huge variety of everyday items.
• Perkbox – giving you access to meditation, wellbeing, sleep & exercise classes.
• Individually tailored training and development support program
• Cycle to work scheme.
• Home based roles (largely); or based in our super modern head office at Bournemouth Airport
• Travel within UK or abroad as part of our ongoing educational trips/team get togethers

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How we work:

This is a full-time role working 35 hours on a rotation over 7 days a week, ranging between Monday to Sunday with varied shift patterns between the hours of 09:00 and 20:00 (weekdays) and 09:00 – 17:00 (weekends).

We operate a homebased working environment. From time to time, there may be team get togethers or meetings at H/O, these are rare occurrences, and the majority of the time will be at your home location within the UK. All applicants must have the right to work in the UK.

You will be provided with computer equipment and telephone, however a key requirement of the role is that you must have a suitable working space at home, as well as a high-speed internet connection and be based in the UK.

Job Types: Full-time, Permanent

Salary: £25,000.00-£30,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free or subsidised travel
• Life insurance
• Private medical insurance
• Referral programme
• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Work Location: Remote

Reference ID: VA29