Customer Holiday Advisor

5 months ago

Kendal, United Kingdom Lake District Estates Full time

Do you have a passion for travel, the Lake District and want to help our customers’ plan their perfect holiday... if so, keep reading

**About us**:
Lake District Estates is a dynamic and growing family-owned company incorporating several businesses - operating private holiday home ownership; self-catering holidays; residential and commercial lettings; retail outlets and heritage visitor attractions. The company head office on Maude Street in Kendal provides support to the wider business accommodating senior management, finance, marketing, human resources, and property teams.

We Exist To. Create special, individual, places, experiences, and special memories in areas of outstanding natural surroundings.

Our Customer Holiday Advisors _**take pride in their work**_, have a _**great sense of humour**_, and are committed to providing the _**best possible guest experience**_.

**About the Role**:
We are expanding, and have two permanent, part-time roles (20 hrs each, but we could be flexible between 16 - 24 hours ), generally between 10am-4pm, on a rota. Some weekend working will be required. Additional hours may be required to support at busy time and for holiday cover.

**Location - Hybrid working - based between your home and our office in Kendal, or on site in one of our Parks. **You must be able to easily commute to our locations in Kendal and accross Cumbria and north Lancashire.

As you might sometimes find yourself heading out the office to visit Parks, for meetings and training, applicants need to possess a full driving licence.

**Job Description/Role Activities will include, but not restricted to**:

- Ensuring an excellent standard of customer service is provided at all times and that all customers are aided and supported with any questions and bookings.
- Receiving booking enquiries for Central Reservations
- Receiving calls for all Parks/Attractions.
- Make outgoing calls as required.
- Making and processing holiday bookings for Guests.
- Manage bookings/amendments/cancellations etc.
- Liaise with OTA’s (Online Travel Agents) as required.
- Process payments/refunds/cancellations as required.
- Respond to Guest Reviews as required.
- Respond to Guest Complaints & liaise with Parks.
- Liaise with all other departments as required.
- Manage and update Park/Accommodation information as required.
- Attend meetings as required.
- Attend training, as required.
- Undertake any other tasks required from time to time which may contribute towards the successful operation of Central Reservations Office.
- Complete and update all administrative duties as required.
- Review pricing and undertake comparisons and correct where required.
- Support all Parks with booking enquiries, payments.
- Liaise with allocated partner Park.
- Liaise with Parks Manager, Reception teams and Park teams to ensure excellent guest experience.

**Skills - what we’re looking for**:

- Previous experience working closely and successfully with customers.
- Strong proven customer experience skills, preferably within a call centre environment.
- Commercial acumen.
- Excellent communication skills, both written and verbal.
- Excellent attention to detail and a keen eye for accuracy.
- Sales and upselling experience.
- Strong interpersonal skills.
- Strong negotiation skills
- Self-motivated driven by performance
- Able to work under own initiative.
- Able to work to deadlines.
- Computer literate.

**It’s also nice to have**:

- Proven ability within a sales/service environment.
- Holiday Letting experience.
- Have a good geographical knowledge of the The Lake District.

**What's in it for you?**

Apart from joining a well-established, family-owned company, with a great culture and a big focus on our employees, the great news is we also offer competitive salaries and benefits which we feel look after our team well, these include:

- 28 days paid annual leave per year, increasing with service.
- Death in service life assurance benefit of 2 x annual salary*
- Workplace pension employer contribution of 5%, with the opportunity to increase this to 6% provided this is at least matched by the employee.
- Company sick pay* - entitlement increases with length of service
- Flexible working opportunities and family-friendly policies.
- Training and development opportunities.
- Employee well-being programme (in development).
- upon completion of 3-month probationary period

We also provide the following staff discounts:

- Discounted Holidays for you and your immediate family, plus Friends and Family rates.
- Discount schemes across all other Lake District Estates family of companies, including Free travel for immediate family on the Ravenglass and Eskdale Railway and Ullswater 'Steamers', Staff discounts in our retail and café outlets.

**Job Types**: Part-time, Permanent

**Salary**: £11.64 per hour

Expected hours: No more than 24 per week

**Benefits**:

- Company pension
- Employee discount
- Life insurance
- Sick pay
- Store discount

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