Guest Services Team Leader

We’re a thriving team passionate about working together to deliver excellence, all in a natural forest environment.

Welcome to Center Parcs – the number one choice for short break holidays, employing a team of over 10,000 across Head Office and six separate villages located in the UK and Ireland.

GUEST SERVICES TEAM LEADER - POST-STAY | £34,000 per annum

Hybrid role with both office and home-working

This is an exciting opportunity to join our busy Head Office Guest Services team as a Guest Services Team Leader – Post Stay.

In this role, you will be responsible for managing a team of Guest Services Executives and Assistants - motivating, coaching, and developing them to achieve departmental KPI’s, and ensuring that they provide exceptional guest care across a number of channels, including email, telephone and webchat.

Other responsibilities include monitoring trends via all channels / systems and using data to identify areas for improvement and efficiency. This is a fast-paced environment where change is part of everyday and you will be required to lead by example.

Excellent organisation and communication skills will be required along with the confidence and ability to deal with escalated complaints.

Please note that the successful candidate will be required to undertake training courses to become both a Fire Steward and a First Aider.

HOURS OF WORK 

You will be contracted to work 150 hours per 4-week period (37.5 hours per week). Normal Head Office working hours are 9am to 5pm, Monday to Friday, however flexibility will be required for this role. 

Please note, this role will be hybrid with a mixture of office-based and homeworking.

ABOUT YOU

Essential requirements:

• Computer literate with a good working knowledge of Microsoft Office packages including Microsoft Word, Excel and PowerPoint
• Excellent organisation and communication skills
• Excellent people skills
• The ability to think on your feet and make sensible decisions
• The ability to deal with escalated issues in a calm and professional manner
• Previous experience in handling escalated guest complaints
• Previous experience of working within a Guest Service/Customer Service environment
• Experience of exceeding targets
• Data competent with ability to analyse and report back on key themes
• Calm nature with ability to treat everyone as an individual
• Open to change and willing to learn

Desirable requirements:

• Previous supervisory experience

ABOUT THE BENEFITS

Center Parcs is a fantastic place to work and the benefits are as impressive as they are unique. Here are just a few:

• Colleague Bonus Scheme
• Pension Scheme with Life Assurance
• Colleague Recognition and Reward Scheme – offering a choice of Center Parcs and High Street vouchers
• Free use of our leisure facilities
• Discounted Center Parcs breaks
• 20% discount in our restaurant and retail outlets
• Access to Perks at Work Portal - offering a wide range of retail and leisure discounts
• An Employee Assistance Program - providing support on financial, health and legal matters
• Excellent opportunities for career development and progression with the opportunity to gain externally recognised qualifications

If this sounds like your ideal job, then we’d love to see your application.

Closing date: 29th October 2024 at 12 Noon

Interviews to be held: 6th and 7th November 2024

Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.

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At Center Parcs, everyone’s welcome.

We recognise that we’re all at our best when we’re being ourselves. We are committed to building a culture that champions diversity, equity and inclusion, where everyone is treated fairly and with respect. We welcome people from all backgrounds and want them to feel valued for their individuality, thrive in our business and share a sense of belonging. We place a lot of value on recruiting based on behaviours rather than prioritising qualifications or experience.

We are proud to be a Disability Confident Employer, please let us know if you require any support or reasonable adjustments during the application or interview process.