Customer Service Manager

Welcome Break; West Oxfordshire; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Meal allowance

Annual bonus

Flexible working patterns

Discounts on onsite brands

My Welcome Break discounts

Cycle to Work

Free onsite parking

Uniform provided

Job summary

Welcome Break is seeking a Customer Service Manager to lead our customer service and maintenance teams, ensuring exceptional service and spotless facilities at our site. You will own cleanliness, hygiene, safety and compliance, while collaborating with the Site Leader to keep operations running smoothly behind the scenes.

This hands-on leadership role requires coaching teams, managing high-volume workflows and driving a culture of continuous improvement and customer focus.

Qualifications

• Management experience in fast-paced retail, catering or customer service environments.
• Ability to lead, coach and develop teams and get the best out of people.
• Pride in site cleanliness, safety and compliance.
• Ability to stay calm under pressure and prioritise in high-volume environments.
• Experience handling audits and inspections and coordinating repairs and contractors.
• Ambitious with clear progression opportunities.

Responsibilities

• Lead customer service and maintenance teams to deliver exceptional service and facilities.
• Own site cleanliness and hygiene, and support proactive and reactive maintenance.
• Ensure health & safety and compliance standards are followed across all areas.
• Collaborate with the Site Leader and other teams to resolve issues quickly.
• Lead audits and inspections and liaise with different areas of the business.

Skills

Leadership

Team management

Audit/inspection experience

Customer service focus

Problem solving under pressure

Job description

As a Customer Service Manager at Welcome Break, you'll lead our customer service and maintenance teams to deliver exceptional service, immaculate facilities and a safe, welcoming environment for every customer on the move. This is a hands-on leadership role where you'll take ownership of site cleanliness and hygiene, support proactive and reactive maintenance, and make sure health & safety and compliance standards are followed across all areas. As a Customer Service Manager, you'll work closely with the Site Leader and the customer service team, stepping in to solve problems quickly and keeping everything running smoothly behind the scenes. A Customer Service Manager will also lead on audits and inspections, liaise with different areas of the business, customer feedback and help create a culture where We Care, We Are a Team, and We Deliver every day. This role could be a great fit if you

• Have management experience in a fast-paced retail, catering or customer service environment
• Enjoy leading, coaching and developing teams and know how to get the best out of people
• Take real pride in standards from site cleanliness and presentation to safety and compliance
• Can stay calm under pressure, prioritise quickly and keep things moving in a high-volume environment
• Are confident handling audits, inspections and day to day problem solving, including coordinating repairs and contractors
• Are ambitious and keen to grow your leadership career with clear progression opportunities If you're looking for a role where you can make a visible difference every day leading great teams, protecting standards and creating a site customers are proud to stop at, we'd love to hear from you!

What you'll get as a Customer Service Manager at Welcome Break:

• £10 meal allowance every shift, rewarding salary and annual bonus scheme
• Flexible working patterns that fit your lifestyle
• 50% off onsite brands (including KFC, Burger King, Starbucks & Pizza Express) that will extend to your family and friends when you visit with them!
• My Welcome Break discounts savings at hundreds of retailers
• Incentive schemes to reward great performance
• Clear career progression from Site Manager roles in Operations or specialised Head Office roles out in the field
• Apprenticeship programmes where you can learn and earn at the same time
• Holiday allowance that grows with service
• Cycle to Work scheme
• Free onsite parking
• Uniform provided

About Welcome Break

Welcome Break is one of the UK's leading motorway service operators, running 61 service areas and 31 hotels across the UK. Working for Welcome Break is not what it may seem to our everyday customer. When you come into one of our sites you will recognise your favourite brands such as Starbucks, Taco Bell, Subway, WHSmith, KFC, Pizza Express and Burger King, as well hotels under the Ramada and Days Inn brands. But what might come as a surprise is that we are all one team and that even with different uniforms, everyone works for Welcome Break.