Job Roles
Customer Service Manager
Job Description
Provision of in-resort Company representation to Thomson Holidays & Thomson Ski & Snowboarding customers. Maximisation & management of customer service, sales and operational efficiency at resort level. To represent the company by providing information and resolving any problems that may arise. To act as a figure-head and point of contact within the resort communication network for both customers, staff and suppliers. To manage, monitor, train and develop members of the Overseas Team. To deliver excellent customer service to all our customers to ensure their ski holiday exceeds expectations.
Key Accountabilities & Responsibilities
Customer Focus
Undertaking a proactive approach to potential resort problems & wherever possible pre-empting situations.
Ensuring all customers receive the highest level of customer care/service at all times. Adhering to company guidelines, resolving customer problems quickly and efficiently to ensure superior customer satisfaction.
Discussing, agreeing & managing 'In Resort Compensation' (IRC) guidelines.
Managing resort staff to achieve, and wherever possible exceed, set targets for customer satisfaction questionnaire (CSQ's) scores and return percentages.
Responsible for the delivery of the product as per our published brochure in close liaison with the country based QA champion & the UK based product team.
Operational
Working with the RM, ensure all pre-set objectives for resort representatives are achieved & that employee motivation throughout the season remains at the highest possible level.
Managing, monitoring & training of representative's customer facing duties to include: transfers welcome service, accommodation visits, office hours, chalet checks, crèche checks, excursion see-offs/guiding and ski escort/ranger service.
Manage the completion and submission of accurate and timely resort administration and paperwork including beginning and end of season reporting, weekly and ad hoc customer service reports.
Submission of weekly/monthly Quality Reports to the Country based QA champion.
Working with the RM & Resort administrator ensure that company monies are logged, recorded & stored/banked in line with current company guidelines.
Working with the RM to ensure that local resort expenses are kept to a minimum level in line with company guidelines.
Ensure maximum numbers of our staff return for future seasons, through promotion of training & development plans & promotion of other company opportunities.
Sales
Manage, monitor & train the selling of ski pack products (Lift Pass, Ski hire and Ski School) to customers by representatives.
Monitor the setting up, selling and, in some cases, hosting of a comprehensive and profitable in-resort Après-Ski (excursion) programme.
Management, working closely with the RM of the achievement of set resort sales targets for ski packs, activities and excursions.
Ensure that the highest possible percentage of our customers become 'repeat guests' in future seasons, by their enjoyment of their holiday experience.
Undertaking a proactive approach to potential resort problems & wherever possible pre-empting situations.
Ensuring all customers receive the highest level of customer care/service at all times. Adhering to company guidelines, resolving customer problems quickly and efficiently to ensure superior customer satisfaction.
Discussing, agreeing & managing 'In Resort Compensation' (IRC) guidelines.
Managing resort staff to achieve, and wherever possible exceed, set targets for customer satisfaction questionnaire (CSQ's) scores and return percentages.
Responsible for the delivery of the product as per our published brochure in close liaison with the country based QA champion & the UK based product team.
Operational
Working with the RM, ensure all pre-set objectives for resort representatives are achieved & that employee motivation throughout the season remains at the highest possible level.
Managing, monitoring & training of representative's customer facing duties to include: transfers welcome service, accommodation visits, office hours, chalet checks, crèche checks, excursion see-offs/guiding and ski escort/ranger service.
Manage the completion and submission of accurate and timely resort administration and paperwork including beginning and end of season reporting, weekly and ad hoc customer service reports.
Submission of weekly/monthly Quality Reports to the Country based QA champion.
Working with the RM & Resort administrator ensure that company monies are logged, recorded & stored/banked in line with current company guidelines.
Working with the RM to ensure that local resort expenses are kept to a minimum level in line with company guidelines.
Ensure maximum numbers of our staff return for future seasons, through promotion of training & development plans & promotion of other company opportunities.
Sales
Manage, monitor & train the selling of ski pack products (Lift Pass, Ski hire and Ski School) to customers by representatives.
Monitor the setting up, selling and, in some cases, hosting of a comprehensive and profitable in-resort Après-Ski (excursion) programme.
Management, working closely with the RM of the achievement of set resort sales targets for ski packs, activities and excursions.
Ensure that the highest possible percentage of our customers become 'repeat guests' in future seasons, by their enjoyment of their holiday experience.
Key Relationships (internal & external contacts)
All Resort Staff.
Area Managers - both Properties & Tour Operations (Guest Service Manager in some areas), Office Operations.
QA champions.
Accounts.
IT Management teams.
H&S Advisor.
Local Accommodation.
Excursion & Transport Suppliers & local Ski Pack Suppliers (Lift Pass, Ski hire and Ski School).
Area Managers - both Properties & Tour Operations (Guest Service Manager in some areas), Office Operations.
QA champions.
Accounts.
IT Management teams.
H&S Advisor.
Local Accommodation.
Excursion & Transport Suppliers & local Ski Pack Suppliers (Lift Pass, Ski hire and Ski School).
Key Skills, Knowledge, Experience and Competencies
Previous and relevant Customer Service experience.
Previous experience of the Tour Operating Industry, from a resort based role.
A "can do" attitude to problem solving, determination to succeed & the desire to obtain satisfactory conclusions to resort based problems, prior to guest's departure from their holiday.
Good time management, people management, organisational and prioritisation skills.
Strong interpersonal skills including motivation, performance management and goal setting are required.
The ability to remain calm, diplomatic & tactful under pressure.
Excellent verbal communication skills in one to one and group settings & the ability to train others in company skills.
Independent, able to work unsupervised & to supervise others.
An ability to remain discrete &professional concerning staff welfare matters.
Understanding sales targets and their importance both to the Company and the resort team.
Stamina and ability/willingness to work unsociable hours.
Flexible & adaptable with a sense of humour.
Excellent personal presentation.
Snow sports knowledge & competency.
Foreign Language knowledge & competency.
Scope of role
The Customer Services Manager (CSM) provides a key interface between the Company (Thomson Holidays and Thomson Ski & Snowboarding) the customer & local suppliers. He/She is a key player in ensuring maximisation & management of in-resort sales, customer service levels and operational efficiency for the Company.
Previous experience of the Tour Operating Industry, from a resort based role.
A "can do" attitude to problem solving, determination to succeed & the desire to obtain satisfactory conclusions to resort based problems, prior to guest's departure from their holiday.
Good time management, people management, organisational and prioritisation skills.
Strong interpersonal skills including motivation, performance management and goal setting are required.
The ability to remain calm, diplomatic & tactful under pressure.
Excellent verbal communication skills in one to one and group settings & the ability to train others in company skills.
Independent, able to work unsupervised & to supervise others.
An ability to remain discrete &professional concerning staff welfare matters.
Understanding sales targets and their importance both to the Company and the resort team.
Stamina and ability/willingness to work unsociable hours.
Flexible & adaptable with a sense of humour.
Excellent personal presentation.
Snow sports knowledge & competency.
Foreign Language knowledge & competency.
Scope of role
The Customer Services Manager (CSM) provides a key interface between the Company (Thomson Holidays and Thomson Ski & Snowboarding) the customer & local suppliers. He/She is a key player in ensuring maximisation & management of in-resort sales, customer service levels and operational efficiency for the Company.
4 Key Technical Skills (assessment criteria)
Technical Skills 1: Naturally sociable and enthusiastic personality with an instinct to manage and motivate your team and meet deadlines alongside financial and quality targets.
Technical Skills 2: Well organised, professional and dedicated with an ability to be flexible and adaptable.
Technical Skills 3: Excellent customer service skills.
Technical Skills 4: Numerical literacy and IT and language skills.
Technical Skills 2: Well organised, professional and dedicated with an ability to be flexible and adaptable.
Technical Skills 3: Excellent customer service skills.
Technical Skills 4: Numerical literacy and IT and language skills.
