Customer Relations Manager

Customer Relations Manager

Full time, permanent hybrid position, min 2 days per week in our Wallington office

About us

Our aim is to enrich lives and well-being through travel. That is our purpose. Our ‘why’. It is ambitious and bold, but through the commitment of our brilliant people, we’re doing more and more each day to create and deliver incredible wish-list holidays. The types of holidays that people have always dreamt of experiencing.

We bring those dreams to life and are the trusted friends of our loyal customers. The Newmarket Spirit is what binds us together. With 43 years behind us and plenty more ahead, we strive to grow. To challenge ourselves in new ways. Embracing different points of view and realising our potential. For the right person, their story can begin right here.

The role

The Customer Relations Manager leads our ambition to be best in class at handling complaints and feedback, building a function that is fast, personal, available, and continuously learning from what customers tell us.

This role leads the team, the workload, and our most complex casework, including ABTA mediation, arbitration and personal injury claims. It is a role built for someone who wants to shape how Newmarket Holidays turns a difficult moment for a customer into a reason they come back and become a brand ambassador. Handled well, complaints are one of the strongest retention levers we have, and this role is what makes that real.

What we're looking for

To be considered for this role, you'll need:

• Experience managing and motivating a small, dedicated customer facing team in the travel industry, ideally within tour operating.

• A track record of handling complex, sensitive or regulated casework, for example complaints involving compensation, injury, or formal escalation such as ABTA mediation and arbitration would be highly desirable. Understanding of the small claim process.

• Familiarity with ABTA's Code of Conduct and the Package Travel Regulations.

• Experience improving team performance against service level targets.

• Comfortable working with a case management or CRM platform.

• A natural people leader who coaches and builds confidence, developing a team that resolves cases independently.

• Calm and fair under pressure, particularly when handling emotionally difficult conversations with customers and colleagues.

• Confident shaping new ways of working and setting a high bar for the team to work towards.

• Confident using data to track performance and to make the case for change with product, purchasing and other teams.

• Genuinely curious about what complaints tell us, seeing every case as a chance to prevent the next one, not just close the one in hand.

This is principally a Monday to Friday role, with flexibility to work occasional weekends on a roster basis, including Saturday opening from March to October.

What we offer

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• A diverse, collaborative team with real opportunities to learn and grow
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• Leaders who are genuinely invested in your development
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• Encouragement to take initiative and try new things
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• Flexible, hybrid working
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• An exciting benefits package including generous annual leave, discount off our own amazing holidays, salary-sacrifice pension scheme, considerate family leave arrangements and pay, various health and wellbeing related benefits, access to an array of voluntary benefits from EV purchase schemes, activity passes, menopause support, and discounts for loads of lifestyle brands and MORE!
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• The opportunity to travel to our destinations and experience our holidays first-hand
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How to apply

If you're passionate about travel and have the experience to match, we'd love to hear from you. Hit apply and include your CV, a brief covering note, your salary expectations and any notice period.

(No agencies, please)

Newmarket Holidays is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to the equal treatment of all current and prospective employees.