Director of Service Excellence
1 week ago
The purpose of this Director of Service Excellence role is to deliver a best-in-class service model that consistently exceeds customer expectations. Reporting to the Customer Operations Director, you will be accountable for delivering exceptional day-to-day service by fostering a customer-centric, digitally optimised approach that maintains the human touch across our TC Support functions.
This role will emphasise scaling our services with a customer success mindset, leveraging our digital platforms to drive efficiency, reduce non-value-added demand, and increase productivity both from a colleague and customer perspective. This will be achieved with a highly personalised approach that sets us apart in the travel industry.
Key Responsibilities and Accountabilities- Ensuring SLA adherence and proactive service management
- Driving performance through robust reporting and coaching
- Promoting a quality-driven service model, driving CSat and NPS
- Championing innovation and continuous improvement
- Enabling business continuity and crisis readiness
- Balancing digital scaling with a human touch
- Delivering a differentiated service for Travel Counsellors (TCs)
- Enhancing colleague engagement and satisfaction
At Travel Counsellors, we're proud to be part of a supportive, award-winning community, consistently recognised for exceptional service and named in the Sunday Times Best Places to Work for the past two years. We prioritise relationships over transactions, connecting deeply with our customers through the moments that matter.
For over 30 years, we've been changing lives as the UK's leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 independent agents to build successful leisure and corporate travel businesses.
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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