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ABL Recruitment
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London, Greater London
Customer Operations Manager
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Job Type: Full-time |
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Salary: £50,000 per annum |
Overview
Title: Customer Operations Manager Location: London (Remote working at the beginning) Salary: Up to £50K basic depending on experience Language: English Sector: Travel and Tourism, Customer Contact Centre The Company : Our client is an online travel agency (OTA) who are now on a fast growth track to create a new, customer friendly travel platform. This is a key role to help set up their customer contact centre from scratch. This is an exceptional opportunity in that your role will directly impact the culture and ethos of the business to make it much more customer experience orientated, ensuring that all customer "touch points" are meaningful, warm, positive and help in business referral and growth. Duties: You will be designing and documenting the FRAMEWORK for a new customer contact centre. This will include laying down all training and recruitment processes, as well as KPIs that will be rolled out across the customer contact centre. SETTING UP TEAM MANAGEMENT PROTOCOLS Create, design and document all processes that impact on the customer experience Establish better than "best-in-class" service standards that will be rolled out across the customer contact centre Ensure that customer contact centre staff understand the business, including payment systems, ABTA regulations, personal KPI's and expected service standards Document all operational procedures so that all customer contact centre staff will have a uniform and consistent level of customer service when interacting with customers Establish an operational framework that will help manage, motivate and encourage a large team Create and put into place all training materials and documentation Help to recruit new staff and identify outstanding talent for long-term retention and promotion IMPLEMENTATION PROJECT MANAGEMENT Assist in the implementation of the new online contact platform Check that systems including reservations, payments, all suppliers, contact platform/telephony system are all functioning Ensure all documentation is accurate, easy to implement and ready for roll-out to the contact centre staff Requirements Previous senior contact centre management; Experience with online travel agency (OTA) preferred; Fluent English; Right to work in the UK. Due to the large volume of applications we receive, unfortunately, we are not able to provide a feedback every applicant. If your profile is suitable, one of our consultants will contact you directly.