About Us
Keepers Cottages is a growing, family-run holiday home company in Kent (with an office in the seaside town of Deal). We are known for our personal, friendly approach and the genuine care we show to both our holiday guests and our wonderful property owners. As we continue to grow, we're now on the lookout for an experienced and people-focused Customer Service Manager to help us lead our small team, shape our service experience, and make sure every guest and owner continues to feel truly looked after.
About the Role
This is a pivotal role in our team. You will take ownership of the entire customer service journey, from pre-booking support to post-stay care, while managing and mentoring a small, friendly team. You will be responsible for delivering an exceptional customer and owner experience, improving internal processes, and ensuring our high standards remain consistent as we grow.
This role suits someone with a strong customer service background, ideally in travel, property management or hospitality. You will need to be a proactive leader, naturally calm under pressure, and passionate about both people and great service.
Key Responsibilities
Leadership & Team Management:
* Lead, coach and support a small customer service team.
* Conduct regular performance reviews, 1:1s and team meetings.
* Ensure coverage for email, phone and WhatsApp communication channels.
* Provide hands-on support during peak periods.
Operational Ownership:
* Oversee all customer service operations across guest bookings, property issues, and owner relations.
* Review and improve service workflows and systems to increase efficiency and service quality.
* Take ownership of complaint resolution and guest satisfaction strategies.
* Develop and implement KPIs for customer service performance.
Customer & Client Experience:
* Maintain high service standards across all guest and owner interactions.
* Act as escalation point for complex or sensitive cases.
* Collaborate with property management and business development teams to support seamless onboarding and property care.
* Ensure timely coordination of compliance (e.g., gas safety) and supplier appointments.
Process Improvement:
* Identify and action areas for operational improvement and automation.
* Work closely with leadership to feed back on customer trends and team performance.
About You
Essential Experience:
* Minimum 5 years of experience in a customer service leadership role.
* Ideally from a holiday lettings, property, hospitality or travel background.
* Demonstrated experience improving processes and managing people.
* Strong IT literacy and experience using CRM or property management systems.
Skills & Attributes:
* Confident, empathetic communicator (written and verbal).
* Calm, resourceful and solutions-focused under pressure.
* Highly organised with great attention to detail.
* Able to balance commercial priorities with customer care.
* A natural leader who can nurture talent and set clear expectations.
Other Requirements:
* Driving Licence (essential – for property visits).
* Ability to commute to Deal, Kent.
* Office-based role.
What We Offer
* Competitive salary + performance bonus
* 20% discount on our holiday homes (for you, your family & friends)
* Your birthday off
* Positive team culture and supportive work environment
* Beautiful seaside office
* Apply today if you're ready to hit the ground running and help shape the future of customer service at Keepers Cottages. We're excited to meet someone who shares our passion for people, property and great holiday experiences.