Service Manager

Travel Chapter; Cheltenham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading holiday home company in Cheltenham is seeking a Service Manager to ensure the success of Managed Services operations. The role involves managing daily operations, improving service delivery, and supporting a focused team on guest satisfaction. Experience in leadership and excellent communication skills are essential. The company offers competitive benefits, including 25 days of paid holidays and a positive team culture.

Benefits

25 days paid holidays

Holiday discount

Paid day to volunteer

Life assurance

Social events and clubs

Qualifications

• Experience in managing operations and improving processes in a customer service environment.
• Capability to organize and prioritize tasks in a fast-paced environment.
• Proficiency in using relevant software tools.

Responsibilities

• Manage day-to-day operations and improve service delivery.
• Oversee complaints and feedback regarding housekeeping standards.
• Conduct property inspections and provide feedback to homeowners.
• Support out-of-hours service as needed.

Skills

Leadership experience

Ability to work under pressure

Excellent communication skills

Proactive mindset

Customer-centric approach

Attention to detail

Tools

Microsoft programs

Job description

Employment Type

Permanent

Hours of Work

37.5 hours per week, 5 days between Monday to Saturday, 9am - 5pm

Location

Bourton-on-the-Water – office and field based

What will I be doing?

As our Service Manager, you will play a crucial role in ensuring the ongoing success of our largest and most demanding Managed Services (MS) operations. You will be responsible for managing day‑to‑day operations and improving processes to optimise service delivery. There may be potential for coordinating office and field‑based team members in the future. Your focus will be on meeting or exceeding homeowner and guest expectations, ensuring services align with company best practices, achieving performance targets, and utilising resources efficiently.

Responsibilities

• Managing complaints or feedback around housekeeping standards and overseeing the issue until a satisfactory outcome is reached, including escalated issues.
• Developing and maintaining a network of reliable and loyal housekeeping and property maintenance suppliers.
• Supporting the recruitment and retention of new and existing properties.
• Conducting periodic property inspections and providing constructive feedback to homeowners.
• Providing regular reports on agreed Key Performance Indicators.
• Keeping accurate records and ensuring administrative systems are updated.
• Assisting guests before, during and after their stay, dealing with any requests, queries and problems they have.
• Supporting our out‑of‑hours service on a rolling rota basis, assisting guests with emergency issues that crop up during their stay. Any calls taken are paid as overtime with a £25 retainer for evenings and £40 for Sundays.

Qualifications

• A friendly and supportive team player capable of taking leadership when required; previous leadership experience would be beneficial.
• Ability to work under pressure, organise and prioritise tasks in a fast‑paced environment, with attention to detail.
• Excellent communication skills, both verbal and written, with the ability to build relationships and collaborate effectively.
• Proactive and results‑oriented mindset, with a focus on delivering high‑quality services and meeting targets.
• Proficiency in using systems and software in a previous role (Microsoft based programmes at a minimum).
• Customer‑centric approach with a passion for delivering excellent service.

Benefits

We believe in taking care of our team. As well as joining a rapidly growing company with a good culture and opportunities for employee development, we provide competitive and a range of benefits.

• 25 days’ paid holidays plus bank holidays.
• A special day off for your or a loved one’s birthday.
• £500 paid towards a holiday of your choice.
• A paid day to volunteer with a charity close to your heart.
• A friends and family discount scheme.
• Life assurance for your peace of mind.
• Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts and more.
• Exciting social events, including our famous Christmas parties!

About Us

We’re Travel Chapter – the holiday home people – and we’re on a mission to showcase great places to stay in the UK. While we’ve grown from a small South West holiday letting agency to one of the market leaders in the industry, we’ve never lost sight of our strong family ethos. The people behind our company are at the heart of everything we do, and it’s a place where everyone is welcome, friendly and fair – a place that encourages people to be bold, explore new ideas and push the boundaries of what they do every single day. Diversity is key to our success and we work hard to make sure we’re inclusive. Let us know if you need any adjustments made to the application or selection process so you can do your best. We’ll be happy to help.

INDALL