Director of Service Excellence

2 weeks ago


Manchester, United Kingdom CV-Library Full time
Role Overview
We are seeking an experienced Director of Service Excellence to lead our customer support operations and drive exceptional service delivery. This role offers a competitive salary of £60,000 - £80,000 per annum, depending on experience.

As Director of Service Excellence, you will be responsible for delivering a best-in-class service model that consistently exceeds customer expectations. You will work closely with the Customer Operations Director to develop and implement strategies that improve customer satisfaction and loyalty.

Key responsibilities include ensuring SLA adherence, driving performance through robust reporting and coaching, promoting a quality-driven service model, and championing innovation and continuous improvement. You will also be accountable for balancing digital scaling with a human touch and delivering a differentiated service for our Travel Counsellors.

If you have a proven track record in managing large teams and departments effectively, with significant experience in managing or working in a contact centre environment, we encourage you to apply.

Our company values its employees and offers a range of benefits, including a flexible hybrid working model, career development opportunities, and enhanced maternity/paternity pay. We also offer a comprehensive pension scheme, cycle to work scheme, and employee assistance programme.

Join us as we continue to grow and thrive in the travel industry.
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