CV Villas - Customer Service Manager

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Role: Customer Service Manager

Location: Great Suffolk Street, London, SE1 0BE.

Contract Type: Permanent, Full Time, Hybrid - minimum of 3 days in the office per week (Monday - Friday)

Do you have experience handling customer complaints and thrive when problem solving? If so, we are seeking a confident individual to manage all arising complaints. This newly created role involves no direct reports, allowing you the time to develop and implement best practice processes for success.

Role Overview:

In this newly created role, the Customer Service Manager will be responsible for overseeing and developing the CV Villas Customer Service operation, putting the customer at the forefront of everything we do. This multifaceted role involves leading the customer service function to deliver exceptional experiences, manage customer feedback and implementing strategies to enhance customer satisfaction. By balancing customer-centric approaches with rigorous quality control, you are responsible for upholding exceptional service quality and customer satisfaction and holding CV departments accountable for acting on the feedback that you gather and provide.

To apply, please submit your details, including a CV and Covering letter.

If you need extra support with your application,simply let us know. We value diversity, equity & inclusion. If you do require any additional support, please contact [email protected], and a member of our team will be in touch to discuss how we can support you and any reasonable adjustments we can make.

CV Villas

CV Villas is one of the UK's leading Villa specialists, with over 50 years' experience, forming part of Der Tour, one of Europe's leading travel groups.

Boasting an exceptional selection of over 800 handpicked properties in highly sought-after destinations across the globe, CV Villas is recognised for its unwavering commitment to excellence, authenticity, and personalised service, both in the UK, and in destination.

With a deep understanding of what it takes to craft the perfect villa holiday; we are dedicated to delivering exceptional experiences that meet the highest standards of quality and authenticity.

What you'll be doing:

Responsibilities

• Lead the Customer Service function, overseeing the daily operation, including handling and responding to complaints, resolving pre and post travel issues, and ensuring timely responses to customer communication via various channels.
• Manage the complaints process, working closely with the Head of Operations, Operations Managers and Product Managers, taking ownership of resolving complex or sensitive matters and responding to customers in a professional and efficient manner.
• Work with the Head of Operations to develop and implement customer service strategies, policies, and procedures to enhance the overall experience of guests from the point of booking through to in-resort and post-holiday follow-up.
• Monitor and manage customer satisfaction levels through all platforms, including the main platform,Feefo, as well as Trustpilot and Google, to gather feedback and data, and proactively address areas for improvement to continuously enhance the quality of service delivery across the business.
• Responsible for directly building and maintaining strong relationships with our customers, including direct post-holiday communication with customers to gather detailed post-holiday feedback wherever possible.
• Measure and report on key performance indicators (KPIs) related to customer service, analysing data to drive improvements in service delivery and operational excellence.
• Work with sales and marketing to develop and implement strategies, working with other departments to optimise the customer journey, reduce churn, and drive retention and referrals
• Take ownership of project management (Monday.com) and reporting (Power BI) tools, relating to Customer Service .
• Work closely with the Head of Operations to develop and implement a robust compensation strategy
• Stay updated on industry trends and best practices in quality control and customer service to drive innovation and operational excellence.
• Drive change in the business to continuously improve processes and standards based on customer feedback.
• Develop and promote a customer-centric culture within all departments of the organisation, inspiring and motivating the business to deliver exceptional customer experiences and take a customer centric approach to all that they do.
• Develop incentives and methods to increase feedback response rates both pre and post travel.
• Work closely with other departments to collate additional feedback on business performance -such as partners, suppliers, owners and agents.
• Be ultimately responsible for encouraging and nurturing a feedback culture across the business and sharing feedback received with the business.
• Keep abreast via research, conferences, courses etc of all developments in strategy, thinking and technology in the customer service/experience space and implement change within CV to keep up with these.

General:

• Demonstrate a commitment to the core company values and mission in all actions and decisions
• Act as a brand ambassador, positively representing the group both internally and externally
• Support and promote a diverse and inclusive workplace, respecting perspectives and backgrounds, in order to foster a positive work environment.

You will have:

Essential:

• Proven experience within customer service management, establishing best practices, and ensuring a high level of customer satisfaction.
• Strong understanding of customer service principles, with the ability to develop and implement strategies to enhance customer satisfaction and loyalty.
• Knowledge of quality control processes and methodologies to ensure products or services meet established standards and procedures
• Strong analytical and critical thinking skills to identify issues, analyse data, and implement effective solutions for customer service and quality control challenges.
• Meticulous approach to monitoring and maintaining quality standards, with a focus on accuracy and precision.
• Experience in identifying opportunities to optimise overall customer service delivery.
• Willingness to travel
• Strong verbal and written communication skills in English.

Desirable:

• Knowledge of relevant industry standards, regulations, and quality management system requirements to ensure compliance and adherence to quality standards.
• Familiarity with relevant customer service tools, quality control software, and technologies to streamline customer service operations and reporting.
• Experience training and motivating a team to achieve Customer Service Related KPIs.

Personal Qualities:

• Ability to work with and inspire multiple people across different departments, fostering a positive and motivated team environment.
• Flexibility and openness to change, with the capability to navigate diverse situations and evolving customer needs.
• Meticulous attention to detail, ensuring that customer service and quality control standards are consistently upheld.
• A genuine understanding of customer concerns and the capacity to empathise with their experiences, driving meaningful solutions.
• Able to quickly build strong and trusted relationships
• Flexible and adaptable to changing priorities. Resourceful and practical; can think on your feet and solve problems quickly and effectively.
• A commitment to ongoing learning and improvement, seeking opportunities to refine customer service processes and elevate service quality.
• A passion for travel and the villa industry

Benefits & Perks:

• 23 days holiday, plus bank holidays (holiday allowance increases with length of service)
• Flexitime (including option to bank hours giving an additional 4 days off per year)
• Additional day off to celebrate your birthday
• 2 volunteer days per year
• Company bonus scheme
• Company matched pension scheme and life assurance
• Company trips
• Free annual travel insurance
• Holiday concessions for personal trips - a complimentary villa per year!
• Friends & family holiday discounts
• Travel season ticket loans
• Cycle to work scheme
• Learning & development opportunities
• In-house wellness team