Customer Care Manager: Lead & Elevate Guest Experience

Woodlake Trails; Caernarfon; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Discount on holidays

Restaurant discounts

Life Insurance

Eye test voucher

Employee Assistance Programme

Job summary

Park Holidays UK is seeking a proactive Customer Care Manager to lead our customer care team across our parks. You will oversee service delivery, resolve complex issues, and collaborate with other departments to enhance guest experiences.

We offer a role with broad responsibilities, opportunities to develop a high-performing team, and a strong focus on GDPR compliance within a supportive environment and benefits package.

Qualifications

• Proven experience in a customer service management role and leading teams.
• Strong leadership and people management skills.
• Excellent problem-solving and escalation handling abilities.
• Exceptional organisational skills and attention to detail.
• Proficient in using customer care software and MS Office.
• Outstanding verbal and written communication skills.
• Clear understanding of GDPR and data protection responsibilities.
• Willingness to work alternate weekends on a rota.

Responsibilities

• Lead customer care team, providing guidance and development opportunities to ensure high performance.
• Supervise guest, owner, and third-party interactions with timely, professional responses.
• Oversee support tickets, monitor updates, and escalate issues as needed.
• Handle complex and escalated complaints with cross-department collaboration.
• Manage warranty requests and coordinate caravan repairs with manufacturers.
• Coordinate with park staff to organise owner events and uphold service standards.
• Review and refine customer care processes to boost efficiency and accuracy.
• Track KPIs and prepare reports for senior management.
• Collaborate with onsite management to address guest concerns and implement solutions.
• Administer company and Trip Advisor certificate incentives with accurate record-keeping.

Skills

Leadership

Team management

Communication

Problem solving

Organisation

GDPR knowledge

MS Office

Customer care software

Willingness to weekend rota

Tools

Microsoft Word

Microsoft Excel

Customer care software

Job description

Park Holidays UK is seeking a proactive Customer Care Manager to lead our customer care team across our parks. You will oversee service delivery, resolve complex issues, and collaborate with other departments to enhance guest experiences.

We offer a role with broad responsibilities, opportunities to develop a high-performing team, and a strong focus on GDPR compliance within a supportive environment and benefits package.