Contact Centre Advisor

Leisure Employment Services; Hemel Hempstead; Hybrid; GBP 19,000 - 26,000; Full time

Benefits offered by this job

Holiday Buy Scheme

Annual bonus

Hotel discounts for you and family

Wellbeing support

Corporate partner discounts

Career development (Apprenticeships & 

Job summary

Haven Holidays is looking for a Contact Centre Advisor in Hemel Hempstead. This hybrid role requires 3 days in the office and 2 days from home, with weekend work and a 37.5 hour week including some weekend shifts.

You’ll help guests with bookings, answer questions, take payments and handle queries to ensure a seamless holiday experience. Join a multi-skilled team offering holiday-buy schemes, annual bonuses, and generous hotel discounts for you and your family.

Qualifications

• Previous customer service/call centre experience is preferred but not essential.
• Good listening skills and understanding guest requirements.
• Confidence in making decisions that support guests and the business.
• Patience and a problem-solving attitude.
• Everything else will be taught by us!

Responsibilities

• Support guests with the booking of their break and promote upgrades.
• Answer questions, take payments and handle complaints as part of a multi-skilled team.
• Demonstrate thorough knowledge of Haven’s operation and Haven Holidays product.
• Provide support to other areas of the business as required.

Skills

Active listening

Customer service

Communication skills

Problem solving

Flexibility

Job description

Contact Centre Advisor Hemel Hempstead (Hybrid – 3 days a week in office) Full Time – 37.5 hours a week (including some weekend work) As a Contact Centre Advisor, you will be joining one great team, proudly and consistently providing an individual, tailor-made guest experience. We are looking for motivated individuals who can demonstrate great listening skills and help our guests with questions or queries they may have prior to their holiday start date, from making their booking that is perfect for them to supporting them with existing booking that has already been made. This is a Hybrid role, where 50% of your time will be spent working from our Head Office in Hemel Hempstead, with the remaining time spent working from home. Please note that you will be required to work one day of the weekend, with one weekend off in every 4.

People we’re looking for:

• Dedicated to give every one of our four million guests a great time with memories that last a lifetime.
• Passionate about delighting our guests and providing a seamless booking and post 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:

• Working as part of a multi-skilled sales & customer services team, you will 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 and have 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 preferred however, not essential.
• Good listening skills, understanding our guest’s requirements.
• Confidence in making decision that support our guests and our business.
• Patience and have a problem-solving attitude.
• Everything else will be taught by us!

Shift Patterns

Our Contact Centre is open 9am until 6pm Monday to Friday & 9am to 6pm on Saturday & Sunday. Typical shifts are a mixture of 9am-5:30pm, 9am-6pm to 9:30am-6pm, with two days off per week. We also have a rolling 1 in 4 weekend off for our full time flexible advisors. You will need to be fully flexibility during our opening times Monday - Friday and Saturday and Sunday as a full-time flexi team member.

What’s In It For You?

• ‘Holiday Buy Scheme’
• Annual bonus
• Generous discounts on both Haven and Warner Hotels holiday for you, family and friends
• Comprehensive wellbeing support
• Exclusive discounts with corporate partners
• Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
• Enhanced family friendly policies and pay (eligibility criteria applied)

Who are we?

We're part of the award-winning Bourne Leisure family – Haven & Warner Hotels – with 9,000 team members across 39 seaside locations and our HQ in Hemel Hempstead.

What is it like to work with us?

We're defined by our people and our Breath of Fresh Air culture, which values authenticity and supports every team member. We operate a hybrid model (60% office-based, occasionally on Park or at external events), and we're genuinely committed to diversity, equity, and inclusion. We welcome applications from all backgrounds and are happy to discuss reasonable adjustments, flexible working, part-time, or job-share options where possible.

What to expect in recruitment

The interview process is up to 3 stages and may include a presentation or skills test. If you need any support or reasonable adjustments to perform at your best, just let us know – we're here to help.

Get in touch at [e-mail] with any questions.

What We Offer

• 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 and friends
• 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 opportunities such as Apprenticeships and Degrees
• Enhanced family friendly policies and pay (eligibility criteria applied)

We’re committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply.