Customer Care Manager

Sun Communities & Sun Outdoors; Caernarfon; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Discount holidays across parks

Life Insurance and digital GP access

Company pension scheme

Employee Assistance Programme

Job summary

Park Holidays UK is seeking a proactive Customer Care Manager to lead the customer care team across its holiday parks. You will oversee guest interactions, manage tickets, and drive improvements in service quality, while coordinating with other departments to enhance the guest experience.

You will guide investigations into escalated issues, manage warranties, and help maintain high service standards across multiple parks, with weekend rota shifts as required.

Qualifications

• Proven experience in a customer service management role.
• Strong leadership and people management skills.
• Excellent problem-solving and organisational abilities.
• Proficient with customer care software and MS Office.
• Clear communication with customers, teams and senior management.
• Understanding of GDPR and data protection compliance.
• Willingness to work alternate weekends on a rota.

Responsibilities

• Lead and manage the customer care team to ensure high performance and satisfaction.
• Supervise guest, owner, and third-party interactions with prompt, professional responses.
• Oversee ticket handling and escalation when necessary, ensuring policy adherence.
• Coordinate warranty requests and liaise with manufacturers for repairs.
• Collaborate with park staff to organise owner events and service standards.
• Analyse customer care metrics and present reports to senior management.

Skills

Leadership

Customer service management

Problem solving

Organizational skills

Software proficiency

Communication

GDPR knowledge

Weekend rota flexibility

Tools

CRM software

Microsoft Office (Word, Excel)

Job description

Compensation: £29,711 Per Annum
Weekly Hours: 40

Looking for a rewarding career in the holiday park industry? Park Holidays UK is one of the leading holiday park operators, offering exciting opportunities in a fun and dynamic environment. Whether you're passionate about customer service, hospitality, or outdoor adventures, we have a role for you. Join our team and be part of creating unforgettable holiday experiences!

Overview

Park Holidays UK, a prominent provider of holiday parks across England, Wales, and Scotland, is seeking a proactive and experienced Customer Care Manager to lead our customer care team. This pivotal role involves overseeing all aspects of customer care, ensuring exceptional service delivery, and driving improvements in customer satisfaction. You will manage a dedicated team, handle complex issues, and collaborate with various departments to enhance the overall guest experience.

Job Duties

• Lead, motivate, and manage the customer care team, providing guidance, support, and development opportunities to ensure high performance and job satisfaction.
• Supervise the handling of guest, owner, and third-party interactions, ensuring that all queries and complaints are addressed promptly and professionally.
• Oversee the management and resolution of support tickets, ensuring adherence to company policies and procedures. Monitor ticket updates and elevate issues when necessary.
• Handle complex and escalated complaints, working closely with relevant departments to resolve issues effectively and maintain customer satisfaction.
• Managing warranty requests and coordinating with manufacturers for caravan repairs.
• Collaborating with other park staff to organize and supervise owner events, ensuring the highest standard of service.
• Continuously review and refine customer care processes and procedures to enhance efficiency, accuracy, and overall service quality.
• Track and analyse customer care metrics and KPIs to assess team performance and identify areas for improvement. Prepare and present reports to senior management.
• Work closely with onsite management teams and other departments to address customer concerns and implement solutions that benefit the overall guest experience.
• Manage the administration of company and Trip Advisor certificate incentives, ensuring accurate processing and compliance with company policies.
• Maintain accurate records of customer interactions, resolutions, and feedback. Generate and present reports to senior management as required.

Requirements

• Proven experience in a customer service management role, with a track record of leading teams and handling complex customer interactions.
• Strong leadership and people management skills, with the ability to inspire and develop a high-performing team.
• Excellent problem-solving skills and the ability to handle escalated issues with professionalism and efficiency.
• Exceptional organisational skills with the ability to manage multiple priorities and maintain attention to detail.
• Proficient in using customer care software and Microsoft Office applications (Word, Excel).
• Outstanding verbal and written communication skills, with the ability to interact effectively with customers, team members, and senior management.
• A strong commitment to delivering exceptional customer service and enhancing the overall guest experience.
• A clear understanding of GDPR rules and regulations, with a commitment to data protection and privacy.
• Willingness to work alternate weekends on a rota basis and adapt to changing business needs.

At Park Holidays UK, you'll be part of an industry-leading organisation where you'll be challenged, inspired, rewarded, and empowered to grow. We pride ourselves on placing a high value on our team members - it's one of the key things that sets us apart.

We'll encourage you to bring your best every day, offering exciting opportunities, meaningful work, a supportive and collaborative environment, and plenty of room for professional development.

Employee Benefits at Park Holidays UK include:

• Generous discount on holidays across our parks
• Discount at all restaurants on park for you and your family
• Life Insurance coverage, including a 24/7 digital GP and funeral concierge service for you and your family.
• Free premium eye test voucher
• Comprehensive Employee Assistance Programme offering counselling, retail discounts, and more.
• Discounted gym memberships
• Employee referral scheme
• Sales referral scheme
• Free expert mortgage advice
• Company pension scheme

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