Service Excellence Director

7 days ago


Greater Manchester, United Kingdom Austin Fraser Full time
Role Overview

We are seeking an experienced leader to join our team as the Head of Service Support, responsible for delivering exceptional service experiences to our customers. The successful candidate will drive the success of our Travel Counsellors, manage outsourced providers, and lead the delivery of best-in-class services.

About the Role
  • Lead the development and implementation of a customer-centric service model that consistently exceeds customer expectations.
  • Report to the Customer Operations Director and be accountable for delivering day-to-day service excellence through digital optimisation and human touch.

The ideal candidate will have extensive industry knowledge, experience in managing large teams, and strong leadership abilities. They will be able to leverage data analytics to drive engagement strategies and improve eNPS.

Key Responsibilities
  • Ensure SLA adherence and proactive service management.
  • Drive performance through robust reporting and coaching.
  • Promote a quality-driven service model, driving CSat and NPS.
  • Champion innovation and continuous improvement.
  • Enable business continuity and crisis readiness.
  • Balancing digital scaling with a human touch.
  • Deliver a differentiated service for Travel Counsellors (TCs).
  • Enhance colleague engagement and satisfaction.


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