Guest Experience & Care Lead

Sun Communities & Sun Outdoors; Caernarfon; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Discount holidays across parks

Life Insurance and digital GP access

Company pension scheme

Employee Assistance Programme

Job summary

Park Holidays UK is seeking a proactive Customer Care Manager to lead the customer care team across its holiday parks. You will oversee guest interactions, manage tickets, and drive improvements in service quality, while coordinating with other departments to enhance the guest experience.

You will guide investigations into escalated issues, manage warranties, and help maintain high service standards across multiple parks, with weekend rota shifts as required.

Qualifications

• Proven experience in a customer service management role.
• Strong leadership and people management skills.
• Excellent problem-solving and organisational abilities.
• Proficient with customer care software and MS Office.
• Clear communication with customers, teams and senior management.
• Understanding of GDPR and data protection compliance.
• Willingness to work alternate weekends on a rota.

Responsibilities

• Lead and manage the customer care team to ensure high performance and satisfaction.
• Supervise guest, owner, and third-party interactions with prompt, professional responses.
• Oversee ticket handling and escalation when necessary, ensuring policy adherence.
• Coordinate warranty requests and liaise with manufacturers for repairs.
• Collaborate with park staff to organise owner events and service standards.
• Analyse customer care metrics and present reports to senior management.

Skills

Leadership

Customer service management

Problem solving

Organizational skills

Software proficiency

Communication

GDPR knowledge

Weekend rota flexibility

Tools

CRM software

Microsoft Office (Word, Excel)

Job description

Park Holidays UK is seeking a proactive Customer Care Manager to lead the customer care team across its holiday parks. You will oversee guest interactions, manage tickets, and drive improvements in service quality, while coordinating with other departments to enhance the guest experience.

You will guide investigations into escalated issues, manage warranties, and help maintain high service standards across multiple parks, with weekend rota shifts as required.