Customer Service Supervisor

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

Job summary

A Luxury Villa Rental Platform is seeking a Customer Service Supervisor based in Maidstone. This hybrid role involves supervising guest relations agents, resolving complex issues, and upholding service standards in a fast-paced environment. The ideal candidate will have experience in the travel industry, leadership skills, and excellent communication abilities. The position offers a competitive salary of £28,000 - £30,000 and benefits including 30 days of holiday and flexible working arrangements.

Benefits

30 days holiday

Company pension scheme

Cycle to Work scheme

Discounts on villa holidays

Qualifications

• Experience in the Travel & Tourism Industry is essential.
• Background in customer service or guest relations preferred.
• Excellent communication skills are required.

Responsibilities

• Supervise and support a team of Guest Relations Agents.
• Monitor performance and ensure adherence to service protocols.
• Handle complex guest issues personally.

Skills

Customer service expertise

Conflict-resolution skills

Leadership ability

Organizational skills

Tools

CRM systems

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 resolvedThe 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-orientedThe 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 shopInterested?

Please click APPLY or contact

Job Info

Job Title:

Customer Service Supervisor

Company:

Location:

Maidstone, Kent

Posted:

Aug 1st 2025

Closes:

Sep 1st 2025

Sector:

Other

Contract:

Permanent

Hours:

Full Time

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