Contact Centre & Guest Email Advisor

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:

• Bonus scheme

• Enhanced family benefits

• Perkbox employee discount scheme

• 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?