Pitchup.com is the market leading online booking site for campsites and caravan parks, with over 5,000 sites available in 67 countries, including Europe, the Americas, Africa, Asia, Australia and New Zealand.

More Brits go camping and caravanning than holiday in Spain and Greece combined, and the market is booming as Brits switch to domestic holidays. But there’s even more potential elsewhere - with 49% of the annual 1.2bn camping and caravanning nights spent in the USA for example - so we're rapidly expanding further afield.

One of only 90 companies to be listed three years running in the Financial Times' FT1000 fastest growing companies in Europe, Pitchup.com receives up to 320,000 visits and 7,400 bookings per day and since launch, has helped over 9m holidaymakers find and book their perfect outdoor escape. The company is profitable and was founded in 2009 by former lastminute.com staff with a background in the holiday park sector.

We started Pitchup.com to make it a doddle to book a campsite, caravan park or glamping site. We wanted to help not just with somewhere to stay, but with local bike info, walking routes, pubs and nearby attractions - everything you need to book a terrific break. We love what we do: we camp, we caravan, we travel, and we’re passionate about making it as easy as possible for people to holiday in the outdoors.

Now we are building our team for further expansion and are looking for the very best in their field. If you’re hands-on, able to problem-solve, and you want to work with a friendly and flexible team, browse our current openings and join us in making Pitchup.com an international success!

Visit our Feefo page to read what our customers think of us

Check out our recent coverage:

Diversity and Inclusion

We welcome everyone and are committed to encouraging equality, diversity and inclusion among our workforce. We believe diversity enriches our team, our clients and our customer base. We celebrate differences and treat everyone with respect. We do not discriminate at any stage of an individual’s journey with us and provide equal opportunities for all regardless of age, disability, gender, sexual orientation, ethnicity, religion and beliefs, marital status, pregnancy and social mobility. We do not tolerate bullying, harassment, abuse or discrimination in any form, and any evidence of this is dealt with swiftly and in line with our policy.

Customer Service Manager - Maternity Contract

Remote

Full Time

Business Operations

Manager/Supervisor

We are looking for an experienced B2C Customer Service Manager to join us for a 9-12 month maternity contract, joining us as soon as possible to immerse yourself in the role so that you are ready to hit the ground running when our busy season kicks off from April.

Your role will entail managing a team of customer service agents ensuring they provide high-quality service to customers. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention; exceeding their expectations. In addition, to handle escalated customer complaints, identify and address service issues, and work with the Account Management team to resolve customer concerns.

About the role

Team management: setting targets for individuals; acting as a point of escalation, performing quality checks; recruiting/training and onboarding new staff; managing daily team operations; measuring performance and setting the seasonal rota
Support: overseeing all channels; email, phone and live chat to ensure we’re achieving our KPIs, prioritising urgent cases and providing high quality customer service
Performance metrics: tracking, reporting and improving KPIs such as customer satisfaction, response times and resolution rates
Reviews and disputes: managing review dispute requests; owning Trustpilot and Feefo reviews
Product enhancement: championing our customer-centric approach by collecting and communicating customer feedback to the product team
Problem solving: taking initiative to solve problems now and in the future
Process improvement: suggesting and supporting process improvements/new initiatives across the department, facilitating team implementation when required
Social media: collaborating with marketing team to manage social media questions and escalations
Compliance and quality assurance: ensuring compliance with company standards and maintaining a high-quality of service

About you

A previous track record of managing a busy B2C customer service team of at least 10 people
Ideally, a well-documented history of working within an ecommerce/marketplace or online travel agency
A solid background of providing multi-channel support via email, phone and live chat
Highly conscientious with a strong sense of ownership and accountability, underpinned by a commitment to customer satisfaction, and able to instil this ethos within your team
Able to work shift pattern of 40 hours per week between the hours of 7am and 10pm in season, with weekend and bank holiday coverage
Excellent verbal and written communication skills, able to convey information clearly and concisely, both to customers and your team
Adept at identifying and solving complex customer issues, pragmatic and able to make sound decisions quickly and efficiently
The ability to manage time efficiently and prioritise tasks in a fast-paced customer service environment, with a strong bias to action
Meticulous, but with an instinct to simplify
An understanding and ability to analyse customer service data and KPIs to make data-driven decisions for improvement

Salary: £36 - 50k per annum depending on experience

Pitchup employee benefits:

25 days holiday, plus bank holidays (pro-rated for part-time employees)
Pension matched to 4%, private healthcare, life insurance, critical illness cover and income protection - for peace of mind
Discounts including: gym memberships, sports equipment, Caffe Nero, Odeon cinema and various hotel and retail outlets
IT equipment
Great staff discounts on Pitchup bookings across thousands of properties in 70 countries
A work-from-home office equipment allowance
Company away days
Employee assistance helpline, in case you ever need someone to talk to, with access to get-fit programmes, nutrition advice, financial and legal advice and counselling
Enhanced maternity and paternity leave
Cycle to work scheme

About Pitchup

We’re the leading website for outdoor holidays, making it a doddle to book camping, glamping and caravan sites all over the world, with over 5,500 to choose from.

Pitchup.com receives 33m annual visits and up to 7,500 bookings per day, with £300m worth of holidays booked through us so far. We’ve helped 10m holidaymakers ‘make your great escape’. This year we launched our new mobile website, updating the look and feel and increasing conversion, with the desktop version soon to follow. The company is bootstrapped, profitable and was founded in 2009 by former lastminute.com staff with a background in the holiday park sector.

You will join a nimble team of 70 based in 10 countries, all working from home, as we are a 100% remote business.

Our site has been featured in leading global media titles, such as BBC News, New York Times, Le Figaro, and more, and has been translated into 17 languages. We’re members of the Financial Times' FT1000 fastest growing companies in Europe and recently were awarded the Platinum Trusted Service Award by Feefo, for achieving a customer rating of at least 4.5 out of 5 for 3 years in a row.

Some of our press coverage

UK:

https://inews.co.uk/inews-lifestyle/travel/uk-camping-campsites-august-bank-holiday-2022-availability-pitch-prices-1804816
https://www.yumpu.com/en/document/read/67423068/camping-trade-world-issue-11/43
https://www.farminglife.com/country-and-farming/international-womens-day-women-playing-key-role-in-growth-of-agritourism-study-finds-4055326
https://www.thetimes.co.uk/article/storm-clouds-on-the-horizon-for-temporary-campsites-mg7nz5cv6

IT:

https://vincenzochierchia.blog.ilsole24ore.com/2022/01/18/estate-2022-pitchup-turismo-glamping-gonfie-vele/
https://www.vanityfair.it/gallery/tende-da-campeggio-facili-da-montare-da-portare-in-vacanza

US:

https://medium.com/authority-magazine/dan-yates-of-pitchup-the-future-of-travel-in-the-post-covid-world-949495433861
https://www.washingtonpost.com/travel/tips/camp-rental-utah-california-yellowstone/
https://www.nytimes.com/2022/11/27/travel/love-or-leave-winter-on-the-cheap.html

ES:

https://www.elmundo.es/viajes/hoteles/2022/06/23/62b2c84ffdddffd5758b45ef.html
https://www.europapress.es/turismo/nacional/noticia-sector-camping-espana-preve-2023-cifras-record-reservas-pitchup-20230215125405.html

FR:

https://www.lefigaro.fr/actualite-france/ces-commercants-contraints-aux-promos-pour-rassurer-les-vacanciers-20220808
https://www.camping-car.com/nos-actus/27057-laissez-vous-tenter-par-une-escapade-en-van

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Customer Service Manager - Maternity Contract

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