Overview and what we offer Monday - Friday 37.5hrs Refer a friend for £1000 bonus which is unlimited Day off for your birthday Generous holiday entitlement Staff Awards Hotel and airline discounts Discounts on sporting events and tickets Exclusive discounts for mobile phone providers, designers, retailers, days out, gym memberships and much more Employee Assistance Programme OUR COMPANY CULTURE IS Bright, Energetic, Fast Paced and Rewarding, where we PROVIDE you with the opportunity for that brighter FUTURE At Clarity we not only listen, we adapt and we deliver Job Description: Customer Experience Team manager In this role, you will lead by example, ensuring exceptional customer service is consistently delivered to our clients. You will oversee the resolution of client queries and complaints promptly and professionally, ensuring compliance with agreed SLAs. Main Duties Manage and motivate a team of customer service agents specializing in corporate travel solutions, ensuring high levels of service excellence and professionalism. Set, monitor, and review team KPIs, including response times, client satisfaction scores, and resolution rates, to maintain industry-leading standards. Act as an escalation point for complex client issues, ensuring swift resolution and maintaining strong relationships with corporate clients. Identify and implement strategies to improve service efficiency, reduce response times, and enhance client satisfaction. Provide ongoing training, coaching, and support to team members, ensuring they are equipped to handle a wide range of business travel inquiries. Work closely with account management, sales, and operations teams to ensure seamless service delivery aligned with client expectations. Produce detailed reports on team performance, customer feedback, and service trends to inform strategic decisions. I deal Candidate Should Have Proven experience in managing a customer service team within the travel or business travel industry. Strong knowledge of corporate travel processes, policies, and booking systems (e.g., GDS platforms like Amadeus, Sabre, or Galileo). A customer-centric mindset with a passion for delivering exceptional service to clients. Demonstrated ability to lead and inspire teams in a fast-paced environment. Experience handling high-value corporate accounts and resolving escalated issues effectively. Essential Skills Leadership and management skills to develop a motivated and high-performing team. Excellent communication and interpersonal skills for building strong client and team relationships Analytical thinking to interpret performance data and identify improvement opportunities Problem-solving skills to address escalated client issues promptly and effectively Proficiency with business travel booking systems and customer relationship management (CRM) software Ability to prioritise tasks, manage time effectively, and handle pressure during busy periods Attention to detail to ensure compliance with corporate travel policies and client requirements.