Head of Customer Experience Leadership

3 weeks ago


Manchester, United Kingdom Travel Counsellors Full time
Job Description

We are seeking a talented Head of Customer Experience Leadership to join our expanding head office team. As a key member of our leadership team, you will play a critical role in shaping our customer experience strategy and delivering exceptional service to our customers.

In this role, you will be responsible for leading our TC Support functions, ensuring that we maintain a high level of service quality and meet our customer expectations. You will also be accountable for driving performance through robust reporting and coaching, promoting a quality-driven service model, and championing innovation and continuous improvement.

Key Requirements
  • Previous experience in a similar role within the travel industry at a senior leadership level
  • Strong leadership abilities in managing large teams and departments effectively
  • Familiarity with handling multi-platform communication
  • Awareness or knowledge of AI tools and technologies in the contact centre space
  • Ability to use colleague insights, customer patterns, and trends to enhance performance
About Us

At Travel Counsellors, we're passionate about creating exceptional experiences for our customers. Our customers, communities, and colleagues are at the heart of everything we do, and this is what sets us apart. We have an estimated salary range of £65,000 - £85,000 per year, depending on experience, plus additional benefits such as flexible hybrid working, career development opportunities, and a competitive company bonus scheme.



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