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- Tasks: Assist guests with bookings and queries via phone and email.
- Company: Join a dynamic company transforming the Great British holiday experience.
- Benefits: Enjoy discounts, life insurance, and enhanced family benefits.
- Why this job: Be part of a fun team making holidays memorable for guests.
- Qualifications: Must have strong communication skills and at least one year in customer service.
- Other info: Diversity and inclusion are celebrated; bring your unique self to work!
The predicted salary is between 28800 - 43200 £ per year.
Location : Hemel Hempstead, Hertfordshire
Location : Tattershall Lakes, Lincolnshire
Job Type: Full-time, Permanent
Location: Central Support, Hemel Hempstead
What we need, in a nutshell:
We’re looking for a friendly and confident person to join our team as a Contact Centre and Guest Email Advisor. You’ll take inbound calls and respond to guest queries both pre- and post-stay by email and telephone. Whether they’re getting ready for their break or just returned, you’ll help ensure their holiday experience is smooth and memorable.
Who are we?
We are a dynamic and growing company, shaking up the Great British holiday. With 27 amazing UK resorts, we pull out all the stops and add the bells and whistles to give our guests the holiday of a lifetime.
What you’ll be doing:
As a Contact Centre and Guest Email Advisor, you’ll deliver exceptional service by helping guests book or upgrade their holidays, as well as answering their questions and providing support before and after their stay.
You’ll:
Take inbound calls from guests
Respond to guest queries via email and telephone
Help guests with bookings, upgrades and general queries
Provide clear, friendly, and helpful information
Build rapport through genuine, natural conversations
Offer the enthusiasm and friendliness that defines the Away Resorts brand
You’ll report into the Group Guest Experience Operations Manager and play a key part in making every guest feel informed, reassured, and excited about their holiday.
Skills, experience and qualities you’ll need:
A love of people – you\’re a natural communicator and listener
The ability to make guests feel valued and well looked after
Strong multitasking and problem-solving skills
A positive, can-do attitude and team spirit
At least one year’s experience in a contact centre or telephone-based customer service role
Nice to have (but not essential):
Experience of responding to guest queries via email
Experience of outbound calling, converting enquiries to sales, or upgrading existing bookings
Familiarity with booking systems, especially Parcvu
What we can offer you:
This is a chance to build your career in one of the fastest growing and most exciting holiday companies in the UK. We offer:
Enhanced family benefits
Life insurance
Discounts on Away Resorts holidays
On-park discounts
Awards and recognition
Our Promise to You
Holiday Heroes come with all kinds of different superpowers, and we welcome them all!
We embrace diversity, inclusion and equal opportunities. Our teams come from a wide range of backgrounds, and that’s something we celebrate. We want you to bring your whole self to work – because wouldn’t it be boring if we were all the same?
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Contact Centre & Guest Email Advisor employer: Away Resorts Ltd
Contact Detail:
Away Resorts Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre & Guest Email Advisor
✨Tip Number 1
Familiarise yourself with the Away Resorts brand and its offerings. Understanding their unique selling points and the types of holidays they provide will help you engage with guests more effectively and show your enthusiasm during the interview.
✨Tip Number 2
Practice your communication skills by role-playing common guest scenarios. This will prepare you for the types of queries you might receive and demonstrate your ability to handle calls and emails with confidence and friendliness.
✨Tip Number 3
Highlight your multitasking abilities in conversations. Since the role involves managing multiple guest queries simultaneously, be ready to share examples of how you've successfully juggled tasks in previous customer service roles.
✨Tip Number 4
Showcase your problem-solving skills by preparing examples of how you've resolved customer issues in the past. This will illustrate your capability to provide exceptional service and reassure potential employers of your suitability for the role.
We think you need these skills to ace Contact Centre & Guest Email Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in contact centres. Emphasise your communication skills and any specific achievements that demonstrate your ability to handle guest queries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your love for helping people and how your previous experience aligns with the responsibilities of a Contact Centre & Guest Email Advisor.
Showcase Relevant Skills: In your application, clearly outline your multitasking and problem-solving abilities. Provide examples of how you've successfully managed customer inquiries or resolved issues in past roles.
Express Your Personality: Since the role requires a friendly and confident approach, let your personality shine through in your application. Use a conversational tone and express your passion for creating memorable holiday experiences for guests.
How to prepare for a job interview at Away Resorts Ltd
✨Show Your People Skills
As a Contact Centre and Guest Email Advisor, your ability to communicate effectively is crucial. Be prepared to demonstrate your friendly and confident nature during the interview. Share examples of how you've successfully interacted with customers in the past.
✨Highlight Your Problem-Solving Abilities
The role requires strong multitasking and problem-solving skills. Think of specific instances where you’ve resolved customer issues or improved their experience. This will show that you can handle the demands of the job.
✨Familiarise Yourself with the Company
Research Away Resorts and understand their brand values and offerings. Being knowledgeable about their services will help you answer questions more effectively and show your genuine interest in the company.
✨Prepare for Common Interview Questions
Anticipate questions related to customer service scenarios, such as how you would handle an unhappy guest or manage multiple queries at once. Practising your responses will help you feel more confident during the interview.
