Job Description:
Holiday Support Manager
Reports to: Contact Centre Manager
Location: Company HQ, ad-hoc Hybrid/WFH days only on request and dependent on business need, full-time role with a minimum of 2 days per week in the office
COMPANY BACKGROUND
Click&Go Holidays is a multi-award-winning service driven Online Travel Agent and Cruise Specialist based in Dublin city Centre. We provide consumers with an easy-to-use platform to design their own holiday by matching flights with great value accommodation across Europe and Worldwide. Our Contact Centre is available 362 days a year for sales and customer service.
For Click&Go Holidays, our point of differentiation in the market is our focus on delivering excellent customer service. From the initial enquiry and booking to post holiday, we want our customers to have a great holiday and for every engagement with Click&Go Holidays to leave them feeling valued and appreciated for trusting us with their holiday experience.
This approach is already supported by our Trustpilot score of 4.9, the highest in Ireland and also our first-place ranking in numerous categories on Trustpilot.
We are also the official holiday providers for Aer Lingus under the brand Holidays with Aer Lingus, Shannon Airport under the brand FlyShannon and SuperValu Getaway Breaks under the brand Getaway Holidays.
OUR AMBITION
We have a strong ethos of best practice and best service and aim to continue our growth through investment in our service delivery and innovation, technological infrastructure and by continuing to provide exceptional user experience as benchmarked by Trustpilot, all coupled with a competitive product offering.
Whether booking online or through our contact centre, we want the experience to feel very different from a DIY or competitor experience. We want our customers to know we are accessible and available to them to assist with whatever question or request they may have. We want that customer service piece to be the reason that our customers stay with us and repeat book with us.
Job Purpose:
The Holiday Support Manager is responsible for managing the Holiday Support Team to deliver exceptional post-booking and in-resort support for customers. This role focuses on ensuring that customer service operations are efficient, effective, and consistently meet the high standards of customer satisfaction and service excellence set by the company. The Holiday Support Manager will work closely with the Sales Manager, the Quality Assurance Specialist, and the Customer Experience Manager to align service delivery and contribute to an outstanding end-to-end customer journey.
Key Responsibilities:
· Oversee day-to-day operations of the Holiday Support Team, ensuring efficient and effective service delivery that aligns with company standards.
· Collaborate with the Contact Centre Manager and other department heads to streamline procedures and introduce improvements that enhance service levels and operational efficiency.
· Lead and develop the Holiday Support Team, fostering a culture of high performance, continuous improvement, and customer-focused service.
· Provide guidance, mentorship, and support to team members, ensuring all are equipped to manage customer queries and issues with professionalism and efficiency.
· Monitor and review team performance, establishing clear goals and implementing training programs to enhance skills and service delivery.
· Ensure all customer interactions post-booking, including amendments and in-resort support, are managed efficiently, providing 5-star service to meet and exceed customer expectations.
· Act as the escalation point for complex or high-priority customer issues, liaising with suppliers and partners as necessary to resolve matters swiftly and effectively.
· Implement policies and processes that enhance customer support quality, focusing on customer retention and satisfaction.
· Track and analyse team performance metrics to assess service quality and identify opportunities for improvement.
· Provide regular performance reports to the Contact Centre Manager, including insights on customer trends, common issues, and potential service enhancements.
Key Skills
· A strong customer focus with a proven record of delivering exceptional customer service and resolving escalated issues with a customer-first mindset.
· Ability to inspire, coach, and lead a customer support team to meet high performance standards.
· Skilled in managing support operations, optimising processes, and implementing resource-efficient solutions.
· Strong communication skills with the ability to liaise effectively across departments and with external partners.
· Analytical mindset, adept at identifying issues and implementing solutions that enhance customer satisfaction. Critical thinking and problem solving skills
· Able to manage own workload, prioritise and delegate in order to ensure overall operational effectiveness.
· Understand the importance of collaboration and effective team working in order to deliver the highest quality of customer care.
Key Performance Indicators (KPIs):
· Customer Satisfaction (CSAT): Maintain or exceed target CSAT scores for the contact center.
· First-Call Resolution: Achieve a high first-call resolution rate, reducing the need for follow-up interactions.
· Agent Productivity: Meet or exceed productivity benchmarks for call handling and response times.
Qualifications:
· Minimum of 5 years in a customer service, holiday support, or related role, with at least 2 years in a formal supervisory or managerial capacity.
· Demonstrated knowledge of travel and holiday support operations, including experience working with travel suppliers and service partners.
· Strong organisational skills and attention to detail, with experience managing multiple priorities in a fast-paced environment.
Personal Attributes
· Results oriented, with a proactive approach to meeting targets and solving problems
· Adaptable and resilient, comfortable working in a fast-paced environment
· Strong people management skills, with a supportive and motivational leadership style
Note that this job description is not intended to be all-inclusive. Employees may be required to perform other related duties as required by the ongoing needs of the business.
HOW TO APPLY
If you are interested in applying for this position, please send an up-to-date CV and cover email to before COB 24
th
of September 2025.
In your application you should clearly demonstrate how your skills and experience match the current requirements of Click&Go Holidays.