Fred. Olsen Travel was established in 1988 with family values at its heart with a passion to create unforgettable holiday experiences. As one of the UK’s most established travel companies, we continue to provide an environment where our people can thrive, and where growth and great culture go hand-in-hand. We are proud to provide an outstanding customer service, choice and value for money through our distinct specialist areas. With 28 retail travel branches distributed across East Anglia and the South Coast, our retail team are on hand to offer holiday advise whenever needed. We are also the UK General Sales Agents for Star Clippers, Amadeus River Cruises, Pandaw River Cruises and American Cruise Lines. Additionally, from our Head Office in Ipswich we operate Fred. Olsen Business Travel providing a full corporate travel service and Fred. Holidays specialising in tailormade holidays in Rail and cruises, as well as Go Cruise and Travel Franchises. Our mission is to be a world class provider of travel products and services with a reputation for outstanding customer service, unrivalled choice, exceptional quality and value for money. We continue to go from strength to strength and are now in a position to recruit a highly motivated and dedicated Customer Service Manager to join the Fred. Holidays team based in our Ipswich Head Office. Fred. Holidays is a tailor-made tour operator with distinct specialist sales areas including, European Land, Rail Journeys, Ocean Cruises and River Cruises. Each product is hand crafted by our specialist sales team adapting the holiday to the customers’ requirements, this includes hotel rating and location, UK departure points, inclusive activities, multi-centre stays and more. Reporting to the Contact Centre Manager, this position will manage the day-to-day organisation, productivity and performance of the Travel Service Department ensuring a strong level of service is provided as part of our customers journey when booking with Fred. Holidays Tour Operation and our GoCruise & Travel Franchise. This role has a priority on providing a high level of service to our customers and trade partners at all times, whilst overseeing the delivery of concise documentation processing adhering to our SLA’s. The role will require operational management of the Travel Service area for post booking services including handling and resolving on departure and in resorts issues. Additionally, this position will manage service calls, out of hours emergency calls, customer complaints, as well as booking services in support of out-of-date range products with emphasis on delivering exceptional experience for our customers whilst maximising revenue and income generation. This is an exciting opportunity to influence a small team and drive change and improvement for the department. In this role you will provide ongoing support, training and motivation to drive performance. Working closely with the Contact Centre Manager, you will hold regular team meetings, alongside coaching and development, as well as answering calls and dealing with enquiries. We are keen to hear from individuals with excellent Customer Service skills with Team Management and Complaint Handling experience. It would be desirable for the successful candidate to have travel industry experience from a Tour Operator background for tailor-made packaging. This is a Full-Time position working Monday - Friday 9am - 5pm based at our Head Office (Fred Olsen House, 42 White House Road, Ipswich, Suffolk, IP1 5LL) offering a hybrid work pattern of 3 days in the office and 2 days at home. As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know. Fred. Olsen Travel offers a wide range of exciting employee benefits including but not limited to Bupa Private Medical, Life Assurance, Enhanced Maternity & Paternity Pay, Discounted Travel, Cruise Concessions plus retail discounts and cash back incentives through our MyBenefits scheme. Attached to this advert you will find a full overview of the fantastic benefits we offer, along with a detailed Job Profile for this position. Our values are: Customer Driven: We strive to look through the lens of each customer to ensure we continuously put their needs and expectations at the heart of everything we do. Valuing Diversity: We believe differing views and experiences make us stronger. By working to create a representative and inclusive business, we can deliver the right solution to our customers in the right way. Investing in people: We believe that by continuously seeking to grow personally and professionally develop our people, we can improve our future today. Winning Together: We deliver our best outcomes and results when we all pull in the same direction, creating a positive team spirit where people feel valued, support each other and share in success together. Doing the right thing: We pride ourselves on doing what is right and building trust in every situation with our people, customers and community.