My client, a luxury and reputable brand within the industry are looking to recruit a Customer Care Manager, you''ll be the voice of the customer within their business. You''ll lead a small, dedicated team, resolve escalated issues, analyse feedback trends, and work cross-functionally to continually improve customer satisfaction. You''ll play a key role in strengthening the brand reputation and delivering outstanding post-travel care.Key Responsibilities To manage the day-to-day operation of the Customer care function To work with colleagues globally to align guests post travel experience Provide strong situational management skills day-to-day and during times of disruption Deliver a consistent approach to problem solving, balancing our guests'' experience with the commercial needs of the business Develop and maintain strong relationships both internally and externally, including with our overseas operations Manage the Customer Care operation effectively ensuring service levels remain high and SLAs are consistently achieved Champion a continuous improvement approach, seeking ways in which we can continually develop our guest experience and processes Work closely with Customer Service within the department to support in the response to emergency situations Comprehensively understand our products and services Ensure guests are kept informed at all times throughout the Customer Care process Record FTV in a manner in which this can be referred to at a later date should guests