Customer Service Manager

The Customer Services Manager is responsible for the strategic and operational leadership of the Customer Services department. This role ensures the delivery of exceptional service across all customer touchpoints, while driving performance, compliance, and continuous improvement. The Manager will oversee the Assistant Manager and Team Leaders, ensuring alignment with company goals and the embodiment of the SMILE values throughout the team.

Main Responsibilities

• Lead and manage the Customer Services department, ensuring high standards of service delivery and customer satisfaction.
• Develop and implement departmental strategies, policies, and procedures to enhance operational efficiency and customer experience.
• Oversee the performance of the Assistant Manager and Team Leaders, providing coaching, support, and development opportunities.
• Monitor departmental KPIs and service metrics, taking proactive steps to address underperformance and drive continuous improvement.
• Handle escalated and complex customer issues, ensuring timely and effective resolution.
• Collaborate with other departments to ensure a seamless customer journey and resolve cross-functional issues.
• Lead recruitment, onboarding, and training initiatives to build a high-performing team.
• Foster a positive, inclusive, and collaborative team culture that encourages innovation, accountability, and professional growth.
• Ensure compliance with all regulatory requirements and internal policies, including Health & Safety.
• Promote and embed the company’s SMILE values in all aspects of team and customer interactions.

Qualifications & Experience

• Proven experience in a senior customer service leadership role
• Experience managing teams in a fast-paced environment
• Experience within the travel industry
• Previous experience in succession planning and departmental development

Customer Service

• Demonstrated track record of delivering outstanding customer service

Skills

• Strong leadership and people management skills
• Knowledge of Isell and HTOL systems
• Excellent organisational and time management skills
• Strong problem-solving and conflict resolution abilities
• Excellent verbal and written communication skills
• High attention to detail and accuracy
• Ability to work under pressure and manage multiple priorities
• Self-motivated and proactive
• Ability to inspire and lead by example
• Promotes fairness, consistency, and confidentiality
• Effective at liaising with stakeholders at all levels
• Strong listening and motivational skills
• Advanced knowledge of Microsoft Office 365
• Awareness of social media as a communication tool

About Hays Travel

As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.

Our values

Our SMILE values are embedded in to our company and ensure our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work. We’re very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.