Haven Contact Centre Advisor - Bourne Leisure Head Office

Our Support Centre is in Hemel Hempstead Herts we operate a hybrid working model and have 700 amazing team members across our support centre.1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBRJob DetailsContact Centre Advisor (5 month fixed term contract) Hemel Hempstead (Hybrid – 50% of week spent in office)Full Time – 35 hours a week (including some weekend work) We are looking for Contact Centre Advisors to join our fantastic team at Havento give our guests great service through the busy summer period. Please note this is a fixed term contract positon As a Contact Centre Advisor, you will be joining one great team, proudly andconsistently providing an individual, tailor-made guest experience.  Weare looking for motivated individuals who can demonstrate great listeningskills and help our guests with questions or queries they may have prior totheir holiday start date, from making their booking that is perfect for them tosupporting them with existing booking that has already been made. This is a Hybrid role, where 50% of your time will be spent working from ourHead Office in Hemel Hempstead, with the remaining time spent working fromhome.

Please note that you will be required to work one day of the weekend,with one weekend off in every 4.For many this journey will start with you, so we are looking forpeople who are: – Dedicated to give every one of our four million guests a great time withmemories that last a lifetime. – Passionate about delighting our guests and providing a seamless booking andpost booking experience – Consistently striving to be better – focused on achieving KPI’s. – Focused on delivering excellent customer service – Maintaining a lively positive attitude around the contact centre – Confident, enthusiastic, and empathetic phone manner Your Opportunity: To learn, develop and become an expert in a key area of the business by – – Working as part of a multi skilled sales & customer services team, youwill support our guests with the booking of their break, promoting upgrades,answering questions, taking payments & dealing with complaints.

– Demonstrating a thorough knowledge of all aspects of Haven’s operation andhave a detailed knowledge of the Haven Holidays product. – Supporting other areas of the business or tasks as required.What we’d like you to bring: – Previous customer service/call centre/contact centre experience is preferredhowever, not essential. – Good listening skills, understanding our guest’s requirements – Confident in making decision that support our guests and our business – Be patient and have a problem-solving attitude – Everything else will be taught by us!Shift Patterns Our Contact Centre is open 9am until 7pm Monday to Friday & 9am to 6pm onSaturday & Sunday.

Typical shifts are a mixture of 9am-5pm, 9am-5:30pmto  9am-7pm, 11am to 7pm, 12.30pm-7pm shifts with two days off per week.We also have a rolling 1 in 4 weekend off for our full time flexible advisors.Youwill need to be fully flexibility during our opening times Monday – Friday andSaturday and Sunday as a full-time flexi team member.What’s In It For You? – Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’  – Annual bonus  – 20% discount on both Haven and Warner Hotels holiday for you, family andfriends  – Comprehensive wellbeing support  – Access to the Bourne Leisure corporate box at the O2 Arena ,London  – Exclusive discounts with corporate partners  – Exciting career pathways, including Learning and Development opportunitiessuch as Apprenticeships and Degrees  – Enhanced family friendly policies and pay (eligibility criteriaapplied) 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 beautifulseaside locations and our HQ based in Hemel Hempstead.   What’s it like to work with us?  Working with us is ultimately defined by our exceptional people and teams.

AtHaven, we take pride in our Breath of Fresh Air culture, which focuses onvaluing and supporting every team member. We prioritise openness andtransparency in our interactions allowing our team members to be theirauthentic selves.  We operate a hybrid working model, meaning 50% of your working week will bespent at the office.  What can you expect during the recruitment process?  The process for this role includes an initial application screening, followedby a  telephone screening call.  If successful, you will then beinvited to attend an Assessment Day on either the 3rd or 4th of January.

Moredetails regarding the Assessment Day can be discussed during the telephonescreening call. If you require any support or reasonable adjustments to help you perform atyour best during this process, please let us know.   Diversity, equity, and inclusion are at the heart of who we are and what we do.Our commitment to these values is unwavering and they are central to ourmission. We encourage applications from all backgrounds, communities andindustries and we are happy to discuss any reasonable adjustments orflexibility that you may require.

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