Customer Service Supervisor

Travel Trade Recruitment; Canterbury; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

A luxury villa rental platform based in Kent is looking for a Guest Relations Supervisor to oversee the Guest Relations team. You will manage complex guest issues and ensure high service standards. The ideal candidate has experience in the travel industry and strong customer service skills. This is a hybrid role, with a competitive salary and benefits including 30 days holiday and a pension scheme.

Benefits

30 days holiday

Company pension scheme

Cycle to Work scheme

Discounts on villa holidays

Free tea & coffee

Qualifications

• Experienced within the Travel & Tourism Industry.
• Strong background in customer service or guest relations.
• Excellent communication and conflict-resolution skills.
• Confident using CRMs and customer platforms.

Responsibilities

• Supervise and support a team of Guest Relations Agents.
• Monitor performance and adherence to service protocols.
• Handle high-priority guest issues personally.
• Respond to guest reviews on platforms.

Skills

Customer Service

Conflict Resolution

Team Leadership

CRM Proficiency

Communication

Job description

Are you experienced within the Travel Industry and based out in the Kent area? Do you pride yourself on your Customer Service / Guest Relations? We have the role for you!

We are super excited to be working with this Luxury Villa Rental Platform, who are looking to grow their Guest Relations team. This is a hybrid role, ideal for someone who thrives in a fast-paced customer-focused environment and is passionate about leading a high-performing team.

As Guest Relations Supervisor, you will oversee our Guest Relations Agents, manage complex guest issues, and help maintain the companies world-class service standards. From resolving escalated complaints to mentoring team members, you'll play a pivotal role in ensuring every guest interaction is seamless and professional. You'll report into the Guest Relations Manager and play a key role in supporting agents, handling complex issues, and representing our brand in guest-facing communication across platforms.

Key Responsibilities:

• Supervise and support a team of Guest Relations Agents
• Monitor performance and adherence to service protocols
• Provide onboarding support and ongoing training
• Prepare monthly reports on team productivity and complaint trends
• Act as first point of escalation for unresolved guest concerns
• Personally handle high-priority or sensitive guest issues
• Liaise between guests, property managers, and internal teams
• Ensure timely, empathetic follow-ups and resolution of guest concerns
• Respond professionally to guest reviews on platforms like Trustpilot, ABTA, Google, and social media
• Collaborate across departments to turn negative feedback into positive outcomes
• Proactively request updates to reviews once issues are resolved

The person:

• Experienced within he Travel & Tourism Industry
• Strong background in customer service or guest relations (team leadership preferred)
• Excellent communication and conflict-resolution skills
• Confident using CRMs, customer platforms, and managing review responses
• Highly organised, empathetic, and detail-oriented

The package:

• Competitive salary: £28,000 - £30,000
• Beautiful countryside office setting with free parking
• Good public transport links to Canterbury and surrounding areas
• Flexible hybrid working: 4 office days, 1 remote day
• 30 days holiday (including bank holidays)
• Company pension scheme
• Cycle to Work scheme
• Discounts on villa holidays worldwide
• Free tea & coffee, on-site tuck shop, and coffee shop

Interested?

Please click APPLY or contact [e-mail]