careers

Ready for a change? Ready for a challenge? Ready to join Ireland’s award winning travel organisation?

Cassidy Travel is Ireland’s leading Travel Company with over 140 employees, 10 retail offices, several specialist divisions including online and a wholesale luxury brand.

We’re always on the hunt for experienced staff. If you think you have what it takes to join our award-winning team, please email careers@cassidytravel.ie.

Customer Service Manager – Full Time

Are you passionate about customer service and thrive on resolving complaints and ensuring client satisfaction at all times?

Cassidy Travel are hiring a full-time Customer Service Manager to work as part of our center of excellence team based in our head office in Liffey Street Dublin 1.

The successful candidate will have a minimum of 4 years’ experience of working in the area of customer service and complaints handling with an evident passion for resolving disputes and ensuring clients' issues are dealt with efficiently and effectively. Knowledge of consumer and travel legislation would be desirable but is not essential, however an interest in this area is desirable and a willingness to learn more.

The Customer Service Manager will work under the expert guidance and leadership of the Head of Customer Service from the outset with a view to taking on a more active and senior role as time progresses. As this role will expand over time, we expect the successful candidate to be willing to embrace, upskill and evolve over the next few years with a view to taking full responsibility for complaint handling and the customer service department.

Duties to include

• You will work very closely with the Head of Customer Service to manage the daily operations of the department.

• Handle and resolve any client complaints or disputes that are received and ensure clients' issues are dealt with efficiently and effectively.

• Work to protect our brand image and avoid any losses to the company.

• Manage, mentor and support the current Customer Service Executive.

• Create and nurture relationships with our suppliers, managers and front-line staff to ensure a collaborative environment.

• Monitor our online ratings on platforms such as Trustpilot and handle immediately any concerns.

• Liaise with the department head on all legal scenarios and assist and spearhead where required.

• Handle correspondence and small claims and work to ensure the business is protected at all times.

• Streamline process for better efficiency within the department.

• Various other Customer/Brand related Ad Hoc duties were required, particularly during times when the complaint volume or the demand on the department is low.

Skills, Experience and Qualifications

• A minimum of 4 years' experience in customer service and complaint handling.

• Previous Management or Team Lead/Supervisory experience.

• Experience in successful project management.

• Strong organisation and time management skills.

• Results focused and most importantly customer focused.

• Proficient in Microsoft Outlook, Word and Excel.

• Excellent verbal and written communication skills, particularly in letter writing.

• An understanding of travel and consumer legislation is desirable and a passion for conflict resolution

The role will be Mon-Fri (40 hours per week) based in our Head Office in Dublin 1.

The possibility of hybrid working arrangement can be discussed.

If you think this role fits your profile, then we would love to hear from you!

Email your CV to careers@cassidytravel.ie to apply or for more information.

Why book with Cassidy Travel

Expert Travel Advice

We’ve been helping people across Ireland find their perfect holiday for the past 36 years. With more than 120 expert travel agents across ten shops, we’ve travelled the world many times and pride ourselves on finding you a holiday to remember for the best possible price.

Worldwide Destinations

We book over 60,000 holidays every year to destinations all around the world, so whether you’re looking to travel to Tenerife or Thailand, the Algarve or Australia, the Canaries or Cancun, we’ll help you find your dream vacation. We pride ourselves on finding incredible offers on family holidays, city breaks, cruises holidays, sports breaks, romantic getaways and more in Europe, America and further afield.

Tailor Made Packages

Take all the hassle out of holiday booking with our package deals. We’ll help you with all the planning, including your flights, accommodation, baggage, transfers and more. We’ll also help you choose what to see by pre-booking attraction tickets and theme parks before you travel, ensuring you have everything sorted before you even set foot on the plane!

Customer Reviews

Yvonne

Thanks so much to Lee at Cassidy Travel, Liffey Valley. He was so efficient and a pleasure to deal with when my parents’ holiday got cancelled.

Eilis

Cassidy Travel is the best company to deal with. I got my refund last week, it was effortless. I will be back to book with you soon.

Trusted Customer

Catríona is such a lovely, helpful person. She made the whole process so easy. She is a real asset to Cassidy Travel and I would book with her again.

John

I was meant to travel to Malta. I couldn’t because of the virus, and Cassidy Travel was amazing in sorting everything out! Nicole looked after everything - it was amazing service.

Trusted Customer

Fabulous service given by Cassidy Travel Blanchardstown. Caitriona I think went above and beyond making sure we were ok ... she informed us of emergency flights out of Poland

Carol

Louise Daly is the reason I give 5 stars. I requested information on a trip to Orlando and Louise could not have been more helpful. I asked a million questions and she always got back to me so...

Trusted Customer

Your staff were very nice and looked after me from start to finish. I will definitely be booking with Cassidy Travel in the future. Thanks.

Simon

I want to say thanks to Katie from Cassidy Travel. I was due to fly to Vegas in 3 weeks, I emailed her about rescheduling and she got back to me with plenty of options. In the end, I rescheduled...

Patricia

Great to deal with. I found Aileen Clancy very professional and friendly to deal with. I would recommend her to my friends and colleagues.

Trusted Customer

Cassidy Travel were brilliant and very helpful, especially Brenda Ryan. Thanks again.