Customer Relations Manager

About the role

The Customer Relations Manager will lead Newmarket Holidays' ambition to become best‑in‑class at handling complaints and feedback. Working hybrid, you will shape how difficult customer moments are turned into loyalty opportunities.

Key responsibilities

• Lead a small, dedicated customer‑facing team, managing workload and complex casework such as ABTA mediation, arbitration and personal injury claims.
• Develop and continuously improve processes to ensure fast, personal, and available service.
• Use data to monitor performance, influence product and purchasing teams, and drive service‑level improvements.
• Oversee compliance with ABTA’s Code of Conduct and Package Travel Regulations.

Required profile

• Proven experience managing and motivating a customer‑facing team in the travel or tour‑operating sector.
• Track record handling complex, regulated complaints, including compensation, injury, or formal escalations.
• Comfortable working under pressure and conducting emotionally difficult conversations.
• Ability to coach, build confidence, and develop a team that resolves cases independently.

Required skills

• Experience with a case‑management or CRM platform.