Customer Relations Team Leader

Finlake Resort &Spa; Chudleigh Knighton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading resort in the UK seeks a Customer Relations Manager to oversee team operations and ensure excellent service. Ideal candidates have strong leadership skills and experience in customer-facing roles. You'll manage complaints, monitor feedback, and support community engagement initiatives. Benefits include competitive salary, discounted holidays, and 30 days of holiday.

Benefits

Competitive Salary

Discounted Holidays

Discounted Meals

30 Days Holiday

Company Sick Pay

Pension Scheme

Life Assurance

Continuous Training & Development

Qualifications

• Proven experience leading a team, ideally within a customer-facing environment.
• Strong self-motivation and the ability to work independently.
• Excellent organizational and interpersonal skills.

Responsibilities

• Oversee the day-to-day running of the Customer Relations team.
• Manage the resolution of customer complaints.
• Monitor feedback channels and collate data for improvements.

Skills

Team leadership

Self-motivation

Organizational skills

Interpersonal skills

Verbal communication

Written communication

Customer relations

Attention to detail

Community engagement

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Social media management

Job description

Responsibilities

• Oversee the day‑to‑day running of the Customer Relations team, ensuring excellent service at all times
• Manage the resolution of customer complaints, making sure feedback is addressed with care and professionalism
• Monitor feedback channels such as TripAdvisor and collate complaint data to drive improvements
• Supervise the sublet team, helping to maximise revenue for owners
• Take responsibility for communications to owners, including through social media platforms
• Support the organisation of owner events, creating a sense of community and loyalty
• Ensure a smooth transition for new owners joining the park
• Deputise for the Customer Relations Manager when needed
• Lead and support the reception team, contributing to the overall success of front‑of‑house operations

Qualifications

• Proven experience leading a team, ideally within a customer‑facing environment
• Strong self‑motivation and the ability to work independently
• Excellent organisational and interpersonal skills
• A confident, thoughtful approach to both customer conversations and internal communications
• Clear, professional communication style—both verbal and written
• Confidence in using Microsoft Excel, Word, PowerPoint, and managing content across social media platforms, Brings customer relations experience with a real passion for communication
• Has a keen eye for detail and a talent for storytelling—especially when sharing our 'moments of joy'
• Can listen actively and interpret feedback effectively
• Feels comfortable working with the local community, building long‑term relationships
• Is able to plan and structure internal and external communications across the resort

If you're ready to lead with care, confidence, and a community‑first mindset—we'd love to hear from you.

Benefits

• Competitive Salary
• Discounted Holidays at our picturesque UK holiday parks
• Discounted Meals at on‑site restaurants
• 30 Days Holiday (including bank holidays), increasing to 35 days with service (pro‑ratio for part‑time)
• Company Sick Pay
• Pension Scheme & Life Assurance
• Continuous Training & Development Opportunities
• Be part of a company with 90 years of family values and a commitment to sustainability