Customer Service Manager

Established Tour Operator, specialising in luxury adventure and expedition travel is looking to recruit a hands-on, experienced Travel Customer Service Manager to manage and lead a high performing global team.

As Customer Service Manager for this leading Travel Company, you'll shape how travellers feel from booking to return, ensuring every interaction builds trust, confidence and excitement for what is often a once-in-a-lifetime adventure to the unforgettable Antarctica or Patagonia. This Tour Operator team are both office & remote based, so you will be flexible to travel to offices on occasions. Salary is competitive, based on experience, with additional team & company bonuses, and additional benefits. If you have solid customer service team management experience within the travel industry or a luxury industry, and a true love of travel and the outdoors, this is a challenging, exciting and rewarding next step.

THE COMPANY

A UK based Tour Operator, with a global team specialising in luxury adventurous trips to Antarctica, Patagonia and Arctic. It's a team of innovative, knowledgeable, values-led and driven people, who know their customers can use their extraordinary travels and protect the planet. They're now growing their team again and strive to continue to be game-changers in the Travel Industry.

JOB DESCRIPTION:

• As Customer Service Manager, you'll shape how travellers feel from booking to return - ensuring every interaction builds trust, confidence and excitement for what is often a once-in-a-lifetime adventure to the unforgettable Antarctica or Patagonia.
• You'll lead and develop a high-performing global team, embedding clear standards, strong accountability and a calm, credible approach to live operations.
• From preparing for peak travel periods to handling complex or sensitive situations, you'll ensure our service feels seamless and reassuring at every touchpoint.
• Blending people leadership with operational oversight and continuous improvement, you'll use insight and data to raise the bar, working closely with Sales, Product and Commercial teams to deliver on every promise we make.
• If you're energised by building strong teams, leading under pressure and delivering meaningful, purpose-led travel experiences.

EXPERIENCE REQUIRED:

• Travel sector customer service experience - ideally at least 4 years' experience leading customer experience teams, with a strong track record of coaching for performance and building accountable, high-performing teams
• Experience working within a travel agency, tour operator, or expedition travel business, with a strong understanding of pre-departure processes, complex itineraries, and customer care within adventure or experiential travel environments

PACKAGE & BENEFITS

• Base Salary: 44,000 - 46,000 plus bonus
• Holiday: - 25 paid holiday, in addition to your birthday and public holidays
• This is a full-time role of 37.5 hours per week, Shifts scheduled between 07:00 - 22:00 GMT, Monday to Friday which re worked on a planned rota within the operating hours below. Rotas are scheduled in advance to provide consistency and predictability, with the majority of shifts falling within standard business hours. Some earlier or later shifts are required to support our global customers. One weekend per month on-call, with compensatory time off provided
• The opportunity to travel to our destination based on business requirements
• Annual International Togetherness Event
• Monthly company bonus
• Company laptop
• Wellbeing support
• A supportive, globally connected culture where balance and belonging matter

INTERESTED?

Follow the instructions to apply, attaching your CV. This vacancy is being managed by (url removed) / (phone number removed). Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry? We have a variety of different opportunities so do submit your CV to us! You must have full rights to work in the UK and be based in UK for work. We have a high volume of applications, so unfortunately, we are unable to reply to unsuccessful applicants.