UK Customer Service Manager - Full Time Position

Role Overview: To lead and manage the UK Customer Service Team in always providing market leading levels of customer service. Our UK team looks after our domestic travel across England, Ireland, Northern Ireland, Scotland and Wales. A fundamental part of the role is to sit within the contact centre management team and work with the other managers to ensure that both our sales and service teams are aligned and working towards the same common goal.

Key Responsibilities: People Management: • Conduct monthly 1 to 1’s and 6 monthly Appraisals. • Coaching team members to assist with their career development and performance enhancement. • Ensure all team members have clear goals and targets with which they are working towards. Training: • Identifying training needs across the team. • Plan and lead individual and group training sessions. • Work with other UK department heads to work together on common projects.
Recruitment & Capacity Planning: • Forecast demand based on the travel figures and plan for this demand accordingly with the correct numbers of staff needed to handle this demand. • Plan and implement a weekday and weekend rota that ensures consistent service levels are offered at all times. • Anticipating turnover, creating service competencies and maintaining job descriptions. • Interviewing applicants with competency based questioning both telephone and face to face. • Plan and implement a successful induction plan for new starters. Customer Care: • Ensure all clients after sales requests are dealt with promptly (within 24 hours) and efficiently. • Ensure all clients are communicated to professionally and courteously by telephone, email and, if the situation arises, face to face. • Handle all escalated customer complaints/feedback and appropriately.
• Work with the Head of Customer Service and our Customer Experience Manager to ensure our client feedback is positive and react to any poor feedback the service team may receive by analysing the current processes and client engagement.

What we can offer you… • Well-being days (half a day each month) • Enhanced company pension plan • EV cars through salary sacrifice • Perkbox discounts and freebies • Employee Assistance Program – 24 hour confidential help line • Opportunity for hybrid working • Eye test contributions • Opportunity to visit venues on familiarisation trips • Staff discounts on hotels and golf courses • Cycle to work scheme • A chance to really make a difference within an ambitious company • Modern offices in central Windsor – including a fantastic staff break out area with a Golf Simulator • Regular company social events and team nights’ out

Company Profile Golfbreaks was formed in 1998 by Chief Executive, Andrew Stanley. We organise golf breaks, holidays, and tournament experiences for more than 230,000 golfers, at over 2,500 resorts and golf courses worldwide, annually. As the Official Golf Tourism Operator of the PGA TOUR with over 25 years’ experience, we are The Golf Travel Experts, known for delivering outstanding choice, value, and service, with the reassurance and security of booking with a fully bonded travel company (ATOL and ABTOT in the UK). We have 140+ staff based at our head office in Windsor, Berkshire – we also have offices in Charleston, South Carolina and Copenhagen, Denmark, from which our North American and Scandinavian operations are run.