Customer Service Manager - Verdant Parks

You’ll be the main point of contact for written complaints, feedback, and enquiries, ensuring every guest and owner feels heard, valued, and supported. You will oversee our customer care systems, monitor KPIs, and provide weekly and monthly performance reports to senior leadership.

You will ensure that our Customer Care and Complaint Policies are followed consistently across the business, identifying areas for improvement and driving service excellence.

Typical duties and responsibilities include:

• Manage day-to-day customer service operations across all parks and head office.
• Act as the main contact for written complaints and feedback, ensuring timely, professional responses.
• Monitor and analyse guest and owner feedback, providing reports and actionable insights.
• Periodically review and improve Customer Care Policies to maintain industry-leading standards.
• Manage the company’s online questionnaire software, ensuring surveys are loaded and monitored.
• Produce weekly and monthly reports on customer satisfaction KPIs.
• Extract and analyse guest feedback data to identify trends and areas for improvement.

What We’re Looking for:

The ideal candidate will have proven experience in a customer service management role, ideally within hospitality, leisure, or holiday parks, excellent communication skills to lead a team and engage positively with guests and colleagues, strong problem-solving abilities to resolve complaints efficiently, expertise in coaching, developing, and managing staff including recruitment and performance, excellent organisational skills to manage multiple priorities, knowledge of data protection and confidentiality standards, and a genuine passion for delivering exceptional customer experiences and improving service standards.

Why you'll love Team Verdant:

• Save money with our online discount platform;
• Discounts on park breaks for you, your friends and your family;
• Discounts on park facilities, including restaurant and leisure;
• Access to a 24/7 confidential counselling and advice line;
• Opportunities for recognition and reward;
• Training & development opportunities

Verdant Leisure is an equal opportunities employer and a proud member of the Disability Confident scheme. Check out why our employees rate us as World Class – join us for an extraordinary adventure in 2026!