Customer Service Representative

1 week ago

Dunbar, East Lothian, United Kingdom Haven Holidays Full time
Guest Experience Team Member

Are you a people person with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are ever the same?

We're looking for a talented Guest Experience Team Member to join our team at Haven Holidays. As a key member of our Guest Experience Team, you'll be responsible for providing a warm and welcoming experience for our guests, addressing any concerns or issues they may encounter, and ensuring their stay with us is nothing short of unforgettable.

**Key Responsibilities:**

- Serve as the initial point of contact for our guests, addressing any concerns or issues they may encounter
- Process complaints to support our Guest & Owners Team Manager, providing accurate reporting on guest feedback
- Thoroughly investigate complaints, documenting all details, and offering effective solutions tailored to each situation
- Handle complaints with professionalism, escalating when necessary to ensure swift resolution
- Follow up complaints through check-in calls, ensuring their satisfaction with the resolution of their concerns
- Collaborate closely with the wider Guest Experience Team to ensure all our guests and owners enjoy an unforgettable holiday experience

**What's In It For You?**

- Free use of our Leisure Facilities, including swimming pool
- Up to 50% Discount off food on Park and 20% discount in our shops
- Opportunity to use our Corporate Box at the O2 Arena
- Fantastic Discounts with many national Brands & Retailers
- 20% Discount to you, your family & friends across Haven & Warner Leisure Hotels
- Reward & Recognition Schemes
- Training and development opportunities, including fully funded qualifications
- Fantastic Health, Mind & Money Support Programme
- Enhanced family friendly policies and pay* (eligibility criteria applied)

**Pay Rates:**

16 to 17: £7.50, 18 to 20: £9.97, 21+: £11.44 per hour

**Experience and Qualifications:**

You don't need experience to join our Guest Experience Team. We'll provide the training and support required to ensure you're great at what you do. All we're looking for is...

- Warm and welcoming communication skills: You should feel comfortable expressing yourself clearly and kindly, especially when things get busy. Showing understanding and empathy towards our guests' needs.

**Who are we?**

We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations, and our HQ is based in Hemel Hempstead.

**What's it like to work with us?**

Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions, allowing our team members to be their authentic selves.

Working hours are on a rota over a 7-day period and could include evenings and weekends (depending on role). Our Guest Experience Team usually work 40 to 45 hours per week, and we aim to offer flexibility where we can, including full or part-time hours.

We would love to hear from you. If you're interested in this role, click apply now. We'll ask you a few questions, which may take around 5 minutes, then click submit, and one of the Team will be in touch.

**Diversity, equity, and inclusion are at the heart of who we are and what we do.** Our commitment to these values is unwavering and central to our mission. We encourage applications from all backgrounds, communities, and industries, and we're happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk

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