Customer Service Manager

Welcome Break; Woodstock; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Meal allowance

Annual bonus scheme

Flexible working patterns

Staff discounts

Career progression

Job summary

Welcome Break is seeking a Customer Service Manager to lead our customer service and maintenance teams, ensuring immaculate facilities, safety, and a welcoming environment for customers on the move.

You will partner with the Site Leader to drive standards, coach teams, and own audits, inspections and day-to-day problem solving to keep operations running smoothly behind the scenes. This role offers clear progression and development opportunities.

Qualifications

• Experience managing teams in fast-paced retail, catering or customer service environments.
• Ability to lead audits and inspections and coordinate repairs/contractors.
• Strong commitment to high standards of cleanliness, safety and presentation.

Responsibilities

• Lead customer service and maintenance teams to deliver excellent service and safe facilities.
• Work with Site Leader to resolve issues and keep operations running smoothly.
• Drive health & safety and compliance across all site areas.
• Oversee audits, inspections and feedback to improve performance.
• Support proactive and reactive maintenance and manage contractor relationships.

Skills

Team leadership

Coaching & development

Audits & inspections

Calm under pressure

Problem solving

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.