Customer Care Manager

Overview

Job Duties

• Lead, motivate, and manage the customer care team, providing guidance, support, and development opportunities to ensure high performance and job satisfaction.
• Supervise the handling of guest, owner, and third-party interactions, ensuring that all queries and complaints are addressed promptly and professionally.
• Oversee the management and resolution of support tickets, ensuring adherence to company policies and procedures. Monitor ticket updates and escalate issues when necessary.
• Handle complex and escalated complaints, working closely with relevant departments to resolve issues effectively and maintain customer satisfaction.
• Managing warranty requests and coordinating with manufacturers for caravan repairs.
• Collaborating with other park staff to organize and supervise owner events, ensuring the highest standard of service.
• Continuously review and refine customer care processes and procedures to enhance efficiency, accuracy, and overall service quality.
• Track and analyse customer care metrics and KPIs to assess team performance and identify areas for improvement. Prepare and present reports to senior management.
• Work closely with onsite management teams and other departments to address customer concerns and implement solutions that benefit the overall guest experience.
• Manage the administration of company and Trip Advisor certificate incentives, ensuring accurate processing and compliance with company policies.
• Maintain accurate records of customer interactions, resolutions, and feedback. Generate and present reports to senior management as required.

Requirements

• Proven experience in a customer service management role, with a track record of leading teams and handling complex customer interactions.
• Strong leadership and people management skills, with the ability to inspire and develop a high-performing team.
• Excellent problem-solving skills and the ability to handle escalated issues with professionalism and efficiency.
• Exceptional organisational skills with the ability to manage multiple priorities and maintain attention to detail.
• Proficient in using customer care software and Microsoft Office applications (Word, Excel).
• Outstanding verbal and written communication skills, with the ability to interact effectively with customers, team members, and senior management.
• A strong commitment to delivering exceptional customer service and enhancing the overall guest experience.
• A clear understanding of GDPR rules and regulations, with a commitment to data protection and privacy.
• Willingness to work alternate weekends on a rota basis and adapt to changing business needs.