Guest Care & Experience Manager

Park Holidays UK Ltd.; Caernarfon; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Holiday discounts

Restaurant discounts

Life insurance & digital GP

Eye test voucher

Employee assistance program

Job summary

Park Holidays UK Ltd. is recruiting a proactive Customer Care Manager at Brynteg Country & Leisure Retreat, Caernarfon. You will lead the customer care team, oversee guest and owner interactions, and drive service improvements to deliver memorable holidays.

The role is permanent, full-time (40 hours per week) with a strong focus on problem solving, GDPR compliance, and collaboration across park departments. Join a market-leading operator offering development opportunities and employee benefits.

Qualifications

• Proven experience in a customer service management role with team leadership.
• Strong leadership, people management skills and the ability to develop a high‑performing team.
• Excellent problem-solving skills and ability to handle escalated issues efficiently.
• Exceptional organisational skills and ability to manage multiple priorities.
• Proficient in using customer care software and Microsoft Office applications.
• Outstanding verbal and written communication with customers and senior management.
• Knowledge of GDPR rules and data protection.
• Willingness to work alternate weekends on a rota basis.

Responsibilities

• Lead, motivate, and manage the customer care team to ensure high performance.
• Supervise guest, owner, and third-party interactions; address queries promptly.
• Oversee support tickets, monitor updates, and suspend issues when necessary.
• Handle complex complaints with cross-department collaboration.
• Manage warranty requests and coordinate caravan repairs.
• Collaborate with park staff to organise owner events and service.
• Review and refine customer care processes to improve efficiency.
• Track KPIs and present reports to senior management.
• Work with onsite management to address customer concerns and implement solutions.
• Manage certificates incentives administration and report generation.
• Maintain records of customer interactions and feedback.

Skills

Leadership

People management

Customer service management

Problem solving

Organisation

Communication

GDPR knowledge

Weekend rota

Tools

Microsoft Word

Microsoft Excel

Job description

Park Holidays UK Ltd. is recruiting a proactive Customer Care Manager at Brynteg Country & Leisure Retreat, Caernarfon. You will lead the customer care team, oversee guest and owner interactions, and drive service improvements to deliver memorable holidays.

The role is permanent, full-time (40 hours per week) with a strong focus on problem solving, GDPR compliance, and collaboration across park departments. Join a market-leading operator offering development opportunities and employee benefits.