Customer Service Manager

  Customer Service Manager – Full Time 

Are you passionate about customer service and thrive on resolving complaints and ensuring client satisfaction at all times? 

Cassidy Travel are hiring a full-time Customer Service Manager to work as part of our center of excellence team based in our head office in Liffey Street Dublin 1.  

The successful candidate will have a minimum of 4 years’ experience of working in the area of customer service and complaints handling with an evident passion for resolving disputes and ensuring clients' issues are dealt with efficiently and effectively. Knowledge of consumer and travel legislation would be desirable but is not essential, however an interest in this area is desirable and a willingness to learn more. 

The Customer Service Manager will work under the expert guidance and leadership of the Head of Customer Service from the outset with a view to taking on a more active and senior role as time progresses. As this role will expand over time, we expect the successful candidate to be willing to embrace, upskill and evolve over the next few years with a view to taking full responsibility for complaint handling and the customer service department.  

Duties to include 

• You will work very closely with the Head of Customer Service to manage the daily operations of the department. 
• Handle and resolve any client complaints or disputes that are received and ensure clients' issues are dealt with efficiently and effectively. 
• Work to protect our brand image and avoid any losses to the company.  
• Manage, mentor and support the current Customer Service Executive. 
• Create and nurture relationships with our suppliers, managers and front-line staff to ensure a collaborative environment.  
• Monitor our online ratings on platforms such as Trustpilot and handle immediately any concerns. 
• Liaise with the department head on all legal scenarios and assist and spearhead where required.  
• Handle correspondence and small claims and work to ensure the business is protected at all times. 
• Streamline process for better efficiency within the department. 
• Various other Customer/Brand related Ad Hoc duties were required, particularly during times when the complaint volume or the demand on the department is low.  

Skills, Experience and Qualifications 

• A minimum of 4 years' experience in customer service and complaint handling. 
• Previous Management or Team Lead/Supervisory experience.  
• Experience in successful project management. 
• Strong organisation and time management skills. 
• Results focused and most importantly customer focused. 
• Proficient in Microsoft Outlook, Word and Excel. 
• Excellent verbal and written communication skills, particularly in letter writing. 
• An understanding of travel and consumer legislation is desirable and a passion for conflict resolution. 

Benefits 

• You will work with your mentor who will assist you and provide you with all the necessary skills to become the best in class. 
• Career progression opportunities. 
• Generous salary commensurable with experience and expertise. 
• Pensions contribution option. 
• EAP and Cycle to Work Scheme.  
• Opportunity to work with a fast-paced and multi-award-winning agent. 
• Possibility of a Hybrid working arrangement. 

The role will be Mon-Fri (40 hours per week) based in our Head Office in Dublin 1.  

The possibility of hybrid working arrangement can be discussed. 

If you think this role fits your profile, then we would love to hear from you! 

Apply now with your current CV, or for more information about the opportunity feel free to email careers@cassidytravel.ie