Customer Service Director at Gofor Delivers improving operational efficiencies and customer experience within hybrid logistics. Collaborating with sales and operations to drive success across processes.
About the role
- Customer Experience Manager leading customer feedback initiatives for a school tour operator. Ensuring compliance and enhancing service quality through data-driven insights and training.
Responsibilities
- Acting as the central point for all customer feedback and service improvement initiatives.
- Leading customer service meetings and presenting actionable insights to stakeholders.
- Engaging with customers to resolve concerns and support retention.
- Overseeing compliance with ABTA, GDPR, Package Travel Regulations and other industry standards.
- Serving as the company’s Data Protection Officer and Access & Inclusion Officer.
- Designing and delivering customer service training across the business.
- Supporting insurance and risk management processes.
- Contributing to safeguarding investigations and promoting a culture of safety.
- Providing strategic guidance on the responsible use of AI tools to enhance customer experience.
Requirements
- A background in customer service management, compliance or quality assurance.
- Strong analytical skills and the ability to turn feedback into action.
- Experience designing and delivering training.
- Knowledge of regulatory frameworks (ABTA, GDPR, Package Travel Regulations).
- Excellent communication and conflict resolution skills.
- A practical, solutions-focused mindset and strong attention to detail.
- Experience in the travel or education sector, safeguarding, or inclusive practices is a bonus—but not essential.
Benefits
- 20 days annual leave
- An extra day off for your birthday
- Learning and development days
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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