Customer Service and Complaints Manager

Job description

Here at Diversity Travel our business is growing. We’re a leading travel management company for the charity and academic communities and we’re proud and passionate about what we do.

We are currently looking for a Customer Service and Complaints Manager to provide prompt and skilled responses to customers raised through the escalation process or received directly through calls or email. This is a brand-new role within our team and will be a critical element of our service delivery, contributing proactively to de-escalating and avoiding challenges and complexities arising from complaints.


The candidate we are searching for will have proven experience in successfully managing customer complaints within a travel industry role and have extensive knowledge of EU regulations and airline policies.  Primary responsibilities will include:

  • Cost effective and fair resolution of customer complaints in accordance with company policy, regulatory guidelines and agreed service levels.
  • Monitoring, managing and reporting on complaint case workloads.
  • Liaising across the business to ensure learnings are made and processes are implemented.
  • Observing and reviewing current processes, to identify opportunities to prevent complaints.
  • To the be prime stakeholder within the business and first point of call for all pre departure complaints and issues escalated by clients where frontline staff cannot immediately resolve.
  • To ensure that new staff are trained on the processes surrounding frontline customer complaints, escalation and their prevention.

In return you’ll receive some fantastic benefits:

  • A competitive salary
  • 24.5 days holiday (plus bank holidays), rising to 25.5 days
  • Option to buy or sell annual leave days
  • Excellent opportunities for progression in a fast-growing company
  • Pension
  • Private Healthcare
  • Employee Healthcare Cash Plan
  • Life Assurance
  • Season ticket loan
  • Discounted staff travel
  • Cycle to Work Scheme
  • Central Manchester offices
  • Team nights out
  • Free fruit and refreshments

So, if you’re an experienced Customer Service and Complaints Manager and meet the requirements above then please do get in touch; we would love to hear from you!

Welcome to Diversity Travel – We’re a leading travel management company for the charity and academic communities. We’re proud and passionate about what we do in helping our clients understand and save money on their travel and accommodation. We invite you to visit our company LinkedIn page to learn more about us and what we do.

We’re proud and passionate about what we do.

We embrace diversity and treat everyone with respect and trust.

We always look to improve our products, services and ourselves.

We keep the customer at the heart of everything we do.