Customer Care Manager

Role & responsibilities

• Manage day-to-day customer care operations for the UK Travel Process.
• Lead, mentor, and motivate the team to achieve performance targets.
• Handle customer escalations related to bookings, cancellations, amendments, and refunds.
• Monitor team performance, customer satisfaction, call quality, and service standards.
• Coordinate with internal teams to ensure timely resolution of customer queries.
• Track operational KPIs, prepare performance reports, and drive process improvements.
• Conduct regular team coaching and training to enhance service quality.

Preferred candidate profile

• Proven experience in Customer Care / Customer Service within the UK Travel Process.
• Prior experience in team management and handling customer escalations.
• Strong knowledge of UK travel operations, bookings, cancellations, and amendments.
• Excellent communication, leadership, and problem-solving skills.
• Ability to manage team productivity and maintain high customer satisfaction.