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Customer Service Manager

The Camping and Caravanning club
Job LocationWestwood Business Park
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Our reputation of being "the friendly club" doesnt just apply to the warm welcome our customers receive when they arrive at our campsites. Our friendly culture is also a key part of day-to-day life, working at Club, and as a not-for profit organisationevery penny spent with us is invested back into improving our services.We are currently recruiting for a Customer Service Manager to join us on a 1-year Fixed-Term contract.The successful candidate will support the Head of Customer Service in setting the standards and expectations within the team to meet the Clubs strategy of delivering exceptional customer service. The team manage enquiries and complaints as part of a dedicatedoperations department.Main duties and responsibilities:

  • Ensure that customers communications are acknowledged, investigated, and responded too in the spirit of the Friendly Club
  • Where necessary, work with both internal and external stakeholders to identify and address major issues with service providers, escalating to the Head of Customer Service if required.
  • To ensure the timely flow of work is managed within the Customer Services team, in line with agreed priorities, processes and deadlines
  • Providing the Head of Customer Service with monthly management information and KPIs for UK Customer Service
  • Monitor and evaluate team performance through regular team monitoring, collection of relevant data and proactively making recommendations on how any patterns and trends can be addressed.
  • Manage, motivate, and develop the UK Customer Service Team, to ensure performance objectives are met through individual and team success.
  • Identify team and individual training requirements, plan training sessions and individual feedback sessions.
  • Identify and address any areas of poor performance and escalate where appropriate to the Head of Customer Service
  • Support the Head of Customer Service in the setting and control of budgets, and ensure all activities are carried out cost effectively.
We are looking for the following in applications:
  • At least 1 year experience of managing a busy Customer Services team
  • Previous experience of working within a Membership Organisation, is desirable
  • Proven ability in prioritising cases based on business impact
  • Excellent communication skills, both verbally and in written form
This post is 37.5 hours a week Monday to Friday from 08:45 - 16:45.You will also be required to work a minimum of 1 in 4 Saturdays, from 9am-1pm, for which overtime will be paid.We operate Hybrid working with 2 set days in the office with the option of working from home the rest of the week.Benefits include 28 days annual leave plus bank holidays and 10% pension (5% / 5%).The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. Weve been helping people enjoy the great outdoors for over 120 years and these days, as well as having campsites in fantastic locations we hold our ownmusic festival, torchlight.Due to the high volume of applications normally received unfortunately it is not possible for the Club to communicate back with each applicant so please note that if you do not hear from the Club within 3 weeks of sending your application you should assumethat unfortunately you have not been successful on this occasion. Candidates selected for interview will normally be contacted by telephone and email.The Camping and Caravanning Club actively promotes equality, diversity and inclusion. We match the needs of the Club with skills and experience of candidates, irrespective of age, disability, gender reassignment, marriage or civil partnership, pregnancyand maternity, race, religion or belief, sex, or sexual orientation.To be part of the next phase of our journey, please send in a cv and cover letter, with salary expectation to our recruitment team.

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