Customer Service Advisor

3 weeks ago

Cornwall, United Kingdom YHA Full time

Customer Service Advisor - National Office based

Rate of Pay: £22,700

National Office based – Hybrid working - fixed term contract June December 2025

YHA have amazing properties in some of the most iconic and inspiring places in England and Wales. A job with YHA could see you supporting YHA to achieve its mission and strategic objectives by being the first point of contact for our customers, discussing with them everything from memberships, to making bookings, and answering general enquiries. And you'll have plenty of time to make the most of these amazing places in your spare time. Whether you're an urban explorer, countryside rambler or a seasoned surfer, there's a YHA for you.

But we're more than just unique buildings in spectacular locations – YHA is also a charity. By working for YHA, you'd be helping improve access to life-changing travel and adventure.

As a YHA employee you'll have access to a whole host of benefits designed to make your job as happy and rewarding as possible.

Customer Service Advisor skills and experience:

  • Good numeracy and literacy skills (with a particular focus on written communication) and the ability to process information accurately
  • Excellent IT skills
  • Ability to work independently and problem solving
  • Excellent telephone manner which delivers a positive first impression
  • Ability to handle difficult situations
  • Experience of working as part of a team, works well with others and builds working relationships quickly
  • Proven ability of managing varying pressures, including significant peaks in workload demands, with the ability to prioritise key tasks

    Customer Service Advisor role responsibilities:

    As a Customer Service Advisor with YHA, you'll give our customers a great experience with us by managing family and individual bookings from initial enquiry right through to booking and payment. You'll also process membership enquiries and sign-up new members as well as renewing existing memberships.

    You'll manage compliance by collecting and entering customer and member data, collect and process payments accurately, operate the systems to the agreed standards and comply with all YHA policies and procedures.

    And you'll support the financial performance of your team by providing excellent customer service, meeting and exceeding sales targets, informing customers of other YHA products and services which may enhance their experience with us and identifying new opportunities to drive income.

    Our Customer Services team work between 09:00 - 17:30 Monday – Friday. This is a hybrid role offering flexibility between home and office working, our National Office is based at DE4 3YH. Flexibility to work around our opening hours, and regular visits to our National Office, are essential.

    We are YHA.

    A 90-year-old charity and social enterprise dedicated to connecting people with nature, the outdoors, culture, and heritage through brilliant hostel stays and experiences. We operate hostels and activity centres throughout England and Wales and welcome all but specialise in creating opportunities for young people. As well as holidays and short breaks, we deliver education residentials, group trips, and a variety of volunteering opportunities.

    Our strategic priorities and working culture

    Our top priority is ensuring YHA is for everyone. To achieve this, we need a diverse workforce that is representative of the communities we serve. We support equity, diversity, and inclusion in all aspects of our work.

    Our people share a common purpose: to improve health, wellbeing, and life skills. Our culture is collaborative; we work together following core values and behaviours called HEART: Helpful, Efficient, Authentic, Respectful and Team-spirited.

    To ensure we are reaching all, we capture equality information at both the attraction and onboarding stages of employment.

    Please note to apply for a vacancy with YHA we require an up-to-date CV and a completed application form.

    If you require any assistance to submit your application, please email:

    Please note: YHA is committed to safeguarding and ensuring the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. The suitability of all prospective employees or volunteers will be assessed during our safer recruitment process in line with this commitment, this will include the checking of relevant ID's for Right to work and a DBS application.

    We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

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