Customer Service Manager

Overview

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.

• Shape how travellers feel from booking to return, ensuring every interaction builds trust, confidence and excitement for once‑in‑a‑lifetime adventures to Antarctica or Patagonia.
• Lead and develop a high‑performing global team, embedding clear standards, strong accountability and a calm, credible approach to live operations.
• Prepare for peak travel periods and handle complex or sensitive situations to maintain seamless and reassuring service at every touchpoint.
• Blend people leadership with operational oversight and continuous improvement, using insight and data to raise the bar.
• Work closely with Sales, Product and Commercial teams to deliver on every promise.
• Build strong teams, lead under pressure and deliver meaningful, purpose‑led travel experiences.

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

• Base Salary: £44,000 – £46,000 plus bonus.
• Holiday: 25 paid days plus birthday and public holidays.
• Full‑time role, 37.5 hours per week. Shift schedule 07:00‑22:00 GMT, Monday to Friday. Rotas scheduled in advance; one weekend per month on‑call with compensatory time off.
• Opportunity to travel to destination based on business requirements.
• Annual International Togetherness Event.
• Monthly company bonus.
• Company laptop, wellbeing support.
• Supportive, globally connected culture where balance and belonging matter.

Follow the instructions to apply, attaching your CV. You must have full rights to work in the UK and be based in the UK for work. We have a high volume of applications, so unfortunately, we are unable to reply to unsuccessful applicants.