Customer Service Manager in Henley-on-Thames)

As Customer Service Manager, you will be joining a family-owned and run beautiful rural estate. The estate receives many visitors a year and hosts a wide range programme of events and activities including festivals, weddings, events, children's events, and private parties. The role is full-time and permanent, working on site in Henley-on-Thames, offering a salary of £30,000. This is a customer-facing, hands-on role where you will be dealing with families visiting the many activities on the estate.

Purpose of the role:

Reporting to the General Manager, you will be responsible for all the visitor services on the estate. The role is seasonal and, as such, the expectation is to work longer hours over peak times such as Easter and Summer holidays, with the expectation to work a six-day week, and off-peak when the estate is open Saturday and Sunday, a five-day working week including weekends, having two days off in the week.

Key Responsibilities for the Customer Service Manager:

1. Customer-facing lead for day-to-day site operations
2. Initial point of contact for issues arising throughout the day, escalating where applicable
3. Maintain high standards of service in all operation and retail areas
4. Dealing with any customer feedback promptly
5. Ensure all preparation for visitors
6. Daily inspection of all visitor areas
7. Reporting any maintenance or H&S issues
8. Ensure all catering and retail equipment is in working order, maintained, and serviced
9. Managing all administration and invoicing for catering and retail within budget
10. Recruitment, induction, and training of all customer-facing roles
11. Daily managing of team including 121s, rotas, etc.
12. Managing all stock including ordering, stocktakes, and stock rotations
13. Placing weekly stock orders
14. Collating weekly reports for the General Manager

Key Skills Required for the Customer Service Manager:

1. Strong customer service skills in a customer-facing role
2. Experience from within hospitality would be an advantage
3. Experience in leading and managing a successful team in a customer-facing role
4. Ability to work on multiple projects simultaneously
5. High levels of accuracy and attention to detail
6. Confident communicator with high levels of customer care
7. Ability to build positive working relationships with internal and external teams
8. Adaptable in a changing environment
9. Proficient in Microsoft Office, file management systems
10. Own transport due to remote location

What's in it for you?

Offering a starting salary of £30,000, the role is full-time and permanent. This is a fantastic opportunity to join a friendly and collaborative team and to be part of this historic estate, working with the family to maintain this beautiful estate to be enjoyed for future generations.