This job expired on 21st July 2026
Customer Service Manager
Customer Service Manager
Customer Service Manager (Fixed-Term Temporary Contract – Full Time)
We are looking for a Customer Service Manager to join the team at Woodside Bay Lodge Retreat, one of Darwin Escapes' stunning holiday destinations located on the beautiful Isle of Wight.
This is an exciting opportunity for someone who is passionate about delivering exceptional guest experiences and leading a customer-focused team. As Customer Service Manager, you will play a key role in ensuring every guest receives a warm welcome and outstanding service throughout their stay while supporting the day-to-day operation of the reception and guest services department.
This is a fixed-term temporary, full-time position, working 40 hours per week across variable days, including weekends and bank holidays. Flexibility is essential to meet the needs of the business.
About Woodside Bay Lodge Retreat
Woodside Bay Lodge Retreat is a luxury holiday destination set in tranquil woodland surroundings on the Isle of Wight, offering stylish lodge accommodation and a peaceful escape for guests looking to relax and unwind.
Our team is dedicated to creating memorable holiday experiences by delivering exceptional customer service and maintaining the highest standards across the resort.
About Darwin Escapes
Darwin Escapes has 18 unique holiday destinations across the United Kingdom, each offering beautiful locations, quality accommodation and exceptional guest experiences.
Whether you are looking for a role in food and beverage, grounds, maintenance, housekeeping, entertainment or management, Darwin Escapes offers opportunities to develop your career within a supportive and growing organisation.
Why join Darwin Escapes?
" Heavily discounted holidays across Darwin Escapes resorts.
" Discounts when dining or using spa facilities across our resorts.
" Free use of many resort facilities.
" MediCash Health Plan
" Employee Assistance Programme.
" Training and development opportunities.
" Career progression opportunities.
" Access to employee benefits and discounts.
" Discounted gym memberships.
" Enhanced holiday and sick pay.
" Cycle to Work scheme.
" The opportunity to sell annual leave.
(Some benefits are subject to terms and conditions.)
About this role
The successful Customer Service Manager will:
Lead and support the reception and guest services team, ensuring exceptional customer service is delivered at all times.
Ensure all guest enquiries, feedback and complaints are handled promptly, professionally and in line with company procedures.
Support guests throughout their stay, resolving issues efficiently and ensuring a positive holiday experience.
Oversee guest arrivals and departures, ensuring smooth check-in and check-out procedures.
Coordinate guest requests, special requirements and resort communications effectively.
Provide guests with information on resort facilities, local attractions and activities available in the surrounding area.
Assist with accommodation bookings, restaurant reservations and other guest services where required.
Ensure cash handling procedures and administrative duties are completed accurately and in accordance with company standards.
Monitor reception standards and identify opportunities to continually improve the guest experience.
Work closely with other resort departments to ensure excellent communication and a seamless guest journey.
Support, coach and motivate team members while maintaining a positive and professional working environment.
To be successful in this role you will have:
Previous experience in a customer service supervisory or management role, ideally within hospitality, leisure or tourism.
Excellent communication and interpersonal skills with a genuine passion for customer care.
Strong leadership skills with the ability to motivate and support a team.
The ability to manage guest concerns professionally, confidently and empathetically.
Excellent organisational skills with the ability to prioritise workload in a busy environment.
Good IT and administrative skills.
A proactive approach with excellent attention to detail.
A full driving licence and access to transport would be advantageous due to the resort location.
At Darwin Escapes, our people are at the heart of everything we do. We are proud of our supportive culture and are committed to delivering exceptional experiences for our guests.
If you are looking for an opportunity to join a friendly and professional team in a beautiful coastal location on a fixed-term temporary contract, we would love to hear from you.
What you will need
Required criteria
- Right to work
- Driving license
- Previous Reception experience
