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Bookings Team Member

1 month ago

Warminster, Wiltshire, United Kingdom Longleat Full time

At Longleat, we are seeking a highly skilled and dedicated individual to join our team as a Bookings Team Member. This role is responsible for providing exceptional customer service to our guests, addressing their queries, and ensuring their satisfaction.

The successful candidate will be responsible for handling incoming calls, social media posts, and emails, providing efficient and professional service in responding on behalf of the business. A key aspect of this role is dealing with guest enquires in relation to the processing of all claims under the Longleat Ticket Protection Scheme.

The ideal candidate will have excellent communication skills, a positive and friendly personality, and the ability to build internal and external relationships. They will also have a genuine passion for delivering sensational service and a guest-focused approach.

Key duties will include:

  • Answering incoming guest telephone calls, emails, and social media posts.
  • Taking incoming enquiries for the Longleat Ticket Protection Scheme and logging claims.
  • Instructing Finance to make guest refunds under the Ticket Protection Scheme in a timely manner.
  • Engaging with guests and responding to all enquiries in a positive and engaging manner.
  • Keeping up to date on all Longleat products, services, and pricing.
  • Monitoring the general email inboxes, responding where appropriate or forwarding on to the relevant member of staff.
  • Working within Longleat brand standard SLA's for guest response times.
  • Providing a guest-focused service at all times, ensuring that all work is completed to the highest standards of the brand.
  • Representing Longleat at all times by being smart in appearance and presentable while behaving in an appropriate manner.

About you:

  • GCSE English and Maths to grade minimum C (Essential).
  • Experience of providing administrative support within a professional organisation.
  • Experience of working in a busy office environment.
  • Good MS Office skills, including Excel.
  • Previous experience within the Leisure industry is desirable.
  • Experience using Merac or similar booking system is desirable.
  • Excellent written, organisational, and time management skills with attention to detail.
  • Proactive and efficient with the ability to multi-task and work under pressure.
  • A positive, friendly, and professional personality, with the ability to build internal and external relationships.
  • Guest-focused with a genuine passion for delivering sensational service.
  • Confident Communicator, including excellent telephone manner.
  • Excellent record-keeping skills and attention to detail.
  • Ability to use initiative and an understanding of confidentiality issues.

A little about us:

At Longleat, we offer a day out like no other, our guests are invited to step into the Thynn family home where they will find the finest example of Elizabethan Architecture. They are also immersed into the wild side, where they can visit over 120 species of animals by car, foot, train, bus, and boat.

With a core business of around 1 million guests every year, it is our goal always to provide unforgettable experiences that bring family and friends together to create memories that will last a lifetime.

Our values:

At Longleat, we believe in engaging and inspiring our employees, putting people first, taking accountability, continuously improving, and acting with integrity. We invite everyone who works with us to subscribe to these values, as they truly set us apart as a place to work.

Why join the Longleat team?

In this unique work environment, you will be surrounded by historic landscapes and listed buildings, all whilst listening to our lions roar and wolves howl. You will even have the opportunity to visit our adorable Koalas and cheeky meerkats during your lunch break.

You will receive a rate of up to £11.44 per hour, in addition to a range of attractive benefits that include:

  • 29 days holiday inclusive of bank holidays, rising to 31 days at 5 years' service.
  • Unlimited free entry to Longleat for our employees.
  • Complimentary tickets to Longleat and Cheddar Gorge and Caves, 18 per annum pro rata.
  • 50% off Annual passes for Friends and Family.
  • Discounts on food and beverages and retail merchandise.
  • 20% off VIP Experiences, 10% off Accommodation.
  • Discretionary bonus scheme.
  • Employee Assistant Programme.
  • Employer contributory pension scheme.
  • Life assurance scheme.
  • Perks at work.
  • Range of flexible working schemes.
  • Great progression opportunities are available.

Your contact:

We have available a permanent 40-hour contract working 5 days out of 7, including weekends, evenings, and bank holidays as required. The earliest start time is 8 am and the latest finish time is 8 pm, varying in accordance with opening times. Positions available for immediate start pending successful medical sign-off.