Client Relationship Manager

Tristar offers award winning Chauffeur Services including exceptional quality and outstanding reliability in the UK and worldwide. Tristar is truly global with offices and our own fleets in London, Manchester, Paris, Boston, New York and Hong Kong as well as a global network in over 80 countries worldwide.

We operate a 24/7 operation with agents on hand to provide expert travel advice and support.

We are currently looking for a Client Relationship Manager to manage both the Tristar Customer Service and Service Assurance teams, supporting passengers and Chauffeurs in a live environment and investigating and responding to issues.

Shift: Monday- Friday 09:00 – 17:30

Main Duties and Responsibilities…

  • Manage the Customer Service and Service Assurance personnel and processes
  • Ensure adequate resource is available at all times to cover demand
  • Produce meaningful and timely service performance reports to the rest of the business
  • Escalation point for customer queries and service issues
  • Support the account management functions in regards to customer service – client specific responses and summaries
  • Recruitment, training and coaching for new and existing agents
  • Communicate between clients and any internal departments to resolve all service issues, monitoring the process until a successful outcome is achieved
  • Incident reporting to the rest of the business
  • Able to “jump in” and support team whenever required to maintain service standards
  • Ensure consistency and logic applied to customer resolutions
  • Ensure internal and customer SLA’s are met
  • Support the Tristar customer experience from service assurance, customer service and through to account management

We are looking for…

  • Confident, empathetic approach towards external clients, and internally with all operational areas within ALG
  • Confident and organised manager
  • Well spoken English and excellent written skills
  • PC literate – Word and Excel essential
  • Good time management
  • Ability to prioritise and perform well under pressure
  • A willingness an enthusiasm to learn and to train and share knowledge
  • Previous customer service experience
  • Problem solving skills
  • Attention to detail