Service Centre Advisor (Fixed Term May-Sept) in Coventry

Service Centre Advisor FTC May-September 37.5 hours per week, working patterns available of Monday-Friday 09.00-17.00 or 09.30-17.30 Plus 1 in 4 Saturdays 09.00-13.00 (May-Sept) contracted and paid as overtime £25,687.70 per annum.

The Camping and Caravanning Club is the world's oldest and largest Club for all forms of camping and our aim is to help people enjoy the simple pleasures that camping can bring. We are recruiting for a Service Centre Advisor on a fixed term contract. The successful candidate will play a key role in supporting the Service Centre Management Team by delivering outstanding customer service and high-quality member communication across all channels. The position is focused on consistently meeting agreed KPIs and SLAs whilst maintaining a friendly, professional, and solutions-driven approach. A core part of the role is to add value wherever possible, enhancing every interaction and contributing to the overall success and objectives of the Club.

Daily duties and responsibilities will include:

• Champion the value of Club membership by confidently communicating its benefits and proactively engaging non-members to drive membership growth.
• Handle all member and non-member bookings for Club Sites, aiming to convert every enquiry into a confirmed booking while offering attractive alternatives when first choice is not available, providing, at all times, sales through service.
• Manage membership renewals efficiently, processing payments and ensuring a seamless, positive renewal experience for every member.
• Conduct outbound calls to support retention, bookings management, and other targeted campaigns as directed by the Service Centre Management Team.
• Be confident and knowledgeable on all Club products and Services to be able to deliver exceptional service on all calls, both inbound and outbound.
• Utilise skills of persuasion to encourage members to engage more with us or renew their membership.
• Provide exceptional service on every call, combining friendliness with professionalism to deliver accurate information and build strong member relationships.
• Consistently meet and exceed call-handling KPIs, contributing to the overall performance and success of the Service Centre.
• Drive customer satisfaction in line with Net Promoter Score expectations.
• Recognise when levels of confidentiality are required and remain professional at all times, ensuring to meet all relevant legislation including GDPR and payment processing.

We are looking for the following in applications:

• GCSE’s or equivalent to include English and Maths.
• Competent with Microsoft packages.
• Experience of working within a busy customer environment or team.
• Experience of customer interactions, service and persuasive skills.
• Develop a good working knowledge, process understanding and time management.
• Excellent customer facing, relationship building and interpersonal skills.
• Excellent standard of verbal and written communication both internally and externally.
• Experience of sales through service and product knowledge.

The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. We've been helping people enjoy the great outdoors for over 120 years. We believe in rewarding our people for their hard work, so we have a great mix of benefits and opportunities, to give you the recognition you deserve. Benefits include 28 days annual leave plus bank holidays and holiday purchase scheme, 10% pension (5% / 5%), 3 x salary life assurance, an employee assistance programme, free staff membership for discounts on our Club sites and with our retail partners.

We are especially keen to encourage expressions of interest from people currently under-represented within the Club, these include but are not limited to those from the LGBT+ community, people with disabilities, and people from ethnic minority backgrounds. We are an equal opportunities employer and actively committed to promoting equality and diversity, and the Club expects all staff, members and volunteers to share this commitment. We have signed the Armed Forces Covenant and welcome the Armed Forces community to apply. For this role, you must have evidence of the right to work in the UK.