Head Of Service Support

7 days ago


Manchester, United Kingdom Travel Counsellors Ltd Full time

Why Choose Travel Counsellors?
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.
If you're looking for a role where you can make a real impact, come join us—one of the most customer-centric companies in the world.
We blend cutting-edge tech adoption with a human touch, ensuring our Travel Counsellors deliver unforgettable experiences for their customers.
About the Role The purpose of this Head of Service Support role is to deliver a best-in-class service model that consistently exceeds customer expectations.
Reporting to the Customer Operations Director, the Head of Service Support 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 Benefits A competitive basic salary + annual company bonus Flexible hybrid working model Career development and promotional opportunities 25 days holidays (increasing to 28 after 5 years of service) A Moments That Matter Day (annually) Enhanced maternity/paternity pay Holiday buy and sell (up to 5 days per year) 3 paid days charity leave Company events, socials, and incentives 3x annual salary death in service benefit Company pension scheme Costco membership Salary sacrifice, company car scheme Cycle to Work Scheme Employee Assistance Programme Free breakfast, fruit, and hot/cold beverages Referral scheme Employee discount Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)



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