Senior Customer Service Manager

We're looking for an experienced Senior Customer Service Manager to lead multiple customer-facing teams and drive service excellence across our operations. You'll play a pivotal role in shaping our customer service strategy whilst managing substantial teams and ensuring alignment with our business goals.

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• You'll take overall accountability for operational performance within your area of responsibility, monitoring key performance indicators and implementing strategies aligned with our global objectives.
• Managing service level agreements is key, as you'll optimise resource allocation to balance service and sales activities whilst developing strategies to enhance sales conversion within service interactions.
• Through regular performance reviews, you'll analyse and interpret deviations in key metrics, identifying trends and collaborating with other departments to implement improvement measures.
• Leading process improvement initiatives will be central to your role, as you standardise operating procedures across teams and implement best practices for efficiency and quality enhancement.
• You'll establish and expand strategic partnerships, participating in cross-functional initiatives to improve customer experience and representing the service organisation in stakeholder meetings.
• Providing disciplinary and professional leadership to your direct reports is essential, as you'll set clear performance expectations, conduct regular one-on-ones, and identify development opportunities whilst creating succession plans for key positions.

ABOUT YOU

• You bring demonstrable experience working within a customer-centric service centre.
• Strong leadership abilities are essential, with experience in coaching, mentoring, and developing staff alongside proven success managing multiple and large-scale teams.
• Your ability to analyse data and trends enables you to make informed decisions and drive improvements.
• Excellent verbal and written communication skills allow you to engage and influence stakeholders at all levels.
• Strong problem solving skills help you address complex operational issues effectively.
• You're proficient in MS Office programs including Excel, PowerPoint, Teams, OneNote and Outlook.
• Business fluent Dutch and English are required for this role.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.