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Customer Relations Advisor

5 months ago

Gosforth, United Kingdom Parkdean Resorts Full time

We are looking for an established complaint specialist to join our exciting and evolving team. The role of Customer Relations Advisor oversees all aspects of service recovery, highlighting improvements through feedback, identifying patterns and trends, and liaising with varying levels of management to deliver improvement.

**So, why Parkdean Resorts?**

Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the security that comes with being a part of the UK’s largest holiday park operator, we can offer:

- Up to 50% off holidays with us
- 25% off holidays for friends & family
- 30% off park activities, food & drink
- Clear career pathways for those looking to progress

**Your day-to-day**:

- Ensure customers are treated in a fair and consistent manner within defined service levels
- Manage the process relating to customer complaints and/or disputes.
- Take ownership of individual cases from receipt to conclusion, following our in-house model and brand standards.
- Investigation the complaint, including collaborating with other colleagues and teams.
- Ensure that responses are clear and demonstrate that a thorough investigation has been undertaken.
- To report and communicate to key support personnel and management on problems which arise within the Central Service Team or within the group and suggest solutions on how to over-come them.
- Ensure feedback is provided across all relevant areas of the business.
- To have a proactive and flexible attitude towards achieving business targets and be able to work under pressure within a changing environment
- To maintain a friendly and approachable manner and always deliver customer service in a positive and professional manner, always leading by example
- Flexibility to work Monday to Sunday between the hours of 9am -7pm based on customer demand.
- Excellent planning and organisational skills with a strong attention to detail.
- Ability to work individually dealing with challenging situations, remaining in control and empathetic

Essential:

- Experience in a complaint handling role for at least 3 months
- High level of attention to detail and accuracy
- Excellent spelling and grammar
- Experience of working in a high volume, pressurised environment
- Experience of meeting service level targets
- Excellent Customer Service
- Desirable:

- Experience within the travel or hospitality industry
- Leading approach to service standards and quality

**Are we the right fit for you?**:
At Parkdean Resorts we don’t leave unforgettable moments to chance. We pitch in, we have fun, and we grow, challenging and inspiring each other to make great things happen every, single, day. We’re the people people, Parkdean people - we’re family, ensuring holiday happy is never far away.

**Care **| we care about our guests, our people, and our communities.

**Pace **| we make great things happen, making the most of every minute.

**Difference **| we celebrate difference and encourage each other to be ourselves.

**Belonging **| we’re family, offering a home away from home where people feel safe.

**Value **| we value all.

PDR is committed to Safeguarding and promoting the welfare of Children and Adults at Risk. Background checks including DBS (or equivalent) will be carried out if appropriate.