Customer Care Manager

3 weeks ago

Gurugram, India Flight Guru Full time

Job Title: Customer Care Manager UK Travel Process

Location: Udyog Vihar, Sector 18, Gurgaon
Shift: UK Shift
Experience Required: Minimum 48

years in a customer service or complaint-handling role within the UK travel domain

Job Overview:

We are looking for a proactive and experienced Customer Care Manager to lead and manage post-sales support for our UK travel process. The ideal candidate will be responsible for resolving customer queries, handling escalations, and managing legal complaints in compliance with UK travel regulations including ABTA, ATOL, and Small Claims Court processes.

Key Responsibilities:

  • Handle incoming customer service (CS) calls and post-sales travel-related concerns.
  • Resolve customer complaints effectively while maintaining high levels of customer satisfaction.
  • Address formal complaints filed through ABTA, ATOL, and other regulatory bodies.
  • Prepare and manage responses to legal notices, including Small Claims Court cases.
  • Liaise with legal advisors and regulatory agencies to ensure timely resolution of escalated issues.
  • Maintain detailed records of all customer complaints, actions taken, and outcomes.
  • Identify process improvement opportunities based on complaint trends and feedback.
  • Collaborate closely with the operations, sales, and legal teams to implement resolutions.
  • Ensure compliance with UK travel industry standards and consumer protection laws.

Required Skills and Qualifications:

  • Proven experience in customer service or complaint resolution in the UK travel industry.
  • Strong understanding of ABTA, ATOL, and UK travel consumer rights.
  • Experience handling legal complaints and preparing documentation for small claims/legal proceedings.
  • Excellent verbal and written communication skills.
  • Ability to handle high-pressure situations with professionalism and empathy.
  • Detail-oriented with strong documentation and organizational skills.

Preferred:

  • Prior experience in a B2C travel agency handling UK clients
  • Knowledge of GDS tools (e.g., Amadeus) is a plus
  • Legal or paralegal background related to travel or consumer law (preferred but not mandatory)

If your profile matches the details mentioned above, please share your updated resume at or for shortlisting your profile if you belong to the travel domain only.

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