About Us

Client Services Manager

Job Overview

We are looking for someone who lives and breathes customer service! Someone who understands that service is at the heart of what we do, and is passionate about making sure that each person who travels with us has the best experience possible; from the moment they book, to the moment they return home.

The perfect candidate will have extensive customer service experience, preferably within a travel focused environment, be able to work flexible hours and be used to dealing with HNW individuals. You will have a confident phone manner, and have excellent attention to detail – after all, service is in the detail!

You will be liaising with our Platinum clients to ensure excellent levels of service, resolving any issues as they arise (both while the clients are in destination travelling, and pre/post trip), and managing all customer feedback in order to help us improve our service.

This is a varied role which will involve working with every department within the company and reporting directly to the Head of Product. The role may require work outside of ‘regular’ office hours; a flexible approach is therefore a requirement.

This is a new role within the business: we would expect the successful candidate to author new procedures to support the function; ‘stamping their mark’ on the NWS service. 

Salary: D.O.E.

Type: Flexible

Job Title: Client Services Manager
Apply Now

The Role

Your responsibilities will include:

  • Act as first point of contact for all customers who provide feedback; both positive and negative. Manage the client feedback issues in a timely manner and ensure customers are contacted asap once complaint received.
  • Liaise with relevant ground handlers for reports/feedback.
  • Work with the Head of Product and the wider product team as well as the Sales Manager to ensure that the sales team are all trained to a high standard and are providing excellent service to our clients.
  • Provide detailed fact-based feedback following documented feedback process in order to prevent future complaints
  • Strive to promote exceptional customer service in all interactions with our travellers, including our HNW and Platinum clients.
  • Out of hours on call duty manager through the night liaising with suppliers / clients to ensure tours and passengers trips run as smoothly as possible with minimal financial impact.
  • Communicate with client AND the DMC at time of complaint (escalating to product team only if DMC’s are not replying in a timely fashion and it’s impacting on NWS level of service to clients).
  • Provide comprehensive responses to client’s complaints, both written and verbal, and liaise with all concerned for a positive outcome for all parties involved.
  • Manage return clients and the repeat incentive program.
  • Assist with wider Product and Operations functions as the business requires.

skills & experience

The successful candidate will demonstrate the following skills and experience:

  • Complaint handling experience and a strong background in customer service – preferably within the travel industry
  • Proficient computer skills and the ability to learn new software product(s)
  • Excellent verbal and written skills with excellent punctuation and grammar
  • Exceptional telephone skills
  • Passionate about customer service and putting the customer first
  • Empathy when dealing with sensitive situations
  • Ability to cope well under pressure and under tight deadlines to resolve issues while customers are in destination as they arise
  • Ability to work under own initiative and be self-motivated to achieve excellent customer service results
  • Strong administration skills in order to successfully track all complaints and positive feedback, to ensure that all feedback is being utilised and new procedures put in place to ensure service levels continue to rise.
  • Knowledge of the countries we operate in is preferable.

Application Process

Please email your CV and covering email to jobs@naturalworldsafaris.com.

Please ensure you include in your covering letter:

  • Your current or most recent salary
  • The reason you feel you are suitable for, and would like, this role
  • How you meet all the essential requirements listed above
Apply Now