Caravan Park Manager

Department: Caravans

Employment Type: Permanent - Full Time

Location: Minehead

Description

KPIs

• Speed to lead / response time to new enquiries 
• Outbound contact rate and call quality standards 
• Appointments booked and show rate 
• Conversion rate (enquiry to appointment) and assisted conversion to sale 
• Revenue contribution (attributed/assisted) and average enquiry value progression 
• CRM data quality (notes, next actions, stages, consent) 
• Customer satisfaction/feedback on remote experience 
• Compliance/quality monitoring outcomes 

General Duties & Key Accountabilities

• Make timely outbound calls to new and existing enquiries, following agreed service levels and prioritisation. 
• Qualify customer needs (budget, preferred models, usage, timelines) and match to suitable stock/options. 
• Book and confirm on-site appointments and viewings; ensure customers have clear joining instructions and expectations. 
• Support virtual engagement (video calls/virtual tours, sending brochures, pricing and ownership information). 
• Maintain structured follow-up plans to progress leads, reduce drop-off and maximise appointment conversion. 

• Deliver a friendly, professional and consultative experience on every call and message. 
• Explain the ownership journey clearly and consistently, including key costs and next steps. 
• Handle objections and questions confidently, escalating complex queries to the Sales Manager where required. 
• Ensure customers feel valued and informed, regardless of whether they proceed immediately. 
• Support handover communications and aftercare touchpoints as directed by the Sales Manager. 

• Keep CRM records accurate and up to date: stages, notes, next actions, outcomes and customer preferences. 
• Maintain strong administrative standards for documentation, appointment packs and communication logs. 
• Update customers with accurate pricing and stock information, aligned to the latest approved materials. 
• Use approved templates and processes for email/SMS communications and consent management. 
• Provide daily/weekly performance updates and pipeline handover notes to the Skegness Sales Manager. 

• Operate within all regulated sales requirements, consumer protection legislation and company policies. 
• Ensure transparency and accuracy in all communications; do not overpromise or provide misleading information. 
• Follow GDPR and consent rules for calling, emailing and marketing communications. 
• Participate in call coaching, quality reviews and training; action feedback quickly. 
• Escalate any compliance risks or customer vulnerability concerns immediately. 

• Work closely with the on-site resort team including finance, admin and facilities.
• Support sales events and open days through pre-event calling, confirmations and post-event follow-ups. 
• Share customer insights and common objections to help improve scripts, materials and processes. 
• Maintain a proactive, solutions-focused mindset while working remotely. 
• Contribute to continuous improvement of the customer experience. 
• Weekly communication with Skegness Caravan Sales Manager and monthly onsite meetings. 

Key Knowledge/Experience & Qualification Requirements

• Proven customer service or sales experience (telephone selling desirable). 
• Strong communication skills with a consultative, customer-first approach. 
• Resilient and comfortable working to targets and activity standards. 
• Excellent organisation and admin skills; confident using CRM systems and Microsoft tools. 
• High attention to detail, especially around data quality and accurate information sharing. 
• Understanding of regulated/ethical selling, consumer protection and GDPR principles (training provided). 
• Ability to work independently in a remote environment and manage time effectively. 
• Flexible to support peak trading periods, including evenings/weekends where required.