Contact Centre Advisor

Butlin's Conferences & Events; Hemel Hempstead; On-site; GBP 22,000 - 28,000; Full time

Job summary

Butlin's Hemel Hempstead is seeking friendly, motivated people to join our Contact Centre. You’ll become an expert on guests' holiday plans, answer calls and chats, and help guests enjoy their breaks from the moment they reach us.

This isn’t a scripted role; you’ll bring personality and empathy, listen carefully, and communicate clearly. You’ll work with our booking systems, handle multiple tasks, and thrive on delivering moments that create smiles for every guest.

Qualifications

• Experience in a contact centre or phone-based customer service role.
• Strong communication skills, both verbal and written.
• Ability to remain calm under pressure and think on your feet.
• Confident problem-solving skills with a solutions-focused mindset.
• Strong organisation and attention to detail.
• Commercial awareness and the ability to balance guest and business needs.
• Confidence using multiple systems and logging tools.

Skills

Contact centre experience

Phone-based service

Clear communication

Empathy

Active listening

Problem solving

Attention to detail

System navigation

Job description

Our Contact Centre is full of fun, passionate and forward-thinking individuals – all looking to make a difference to our guests. This isn’t just about answering calls! Our guests contact us with all sorts of enquiries – some to book their holiday with us, others may have a few questions about the resorts and what to do during their stay.

You will become an expert on everything needed to ensure every guest has the best time on their holiday and we will support you every step of the way. This isn’t a scripted contact centre role – we want you to bring yourself to work every day and love to see our team engage with our guests.

So, if you want a role where you Create Smiles, where you aren’t afraid to Get Stuck In and where the team genuinely Cares For Each Other – we think you’ll fit right in!

Department Commercial & Marketing - Contact Centre Employment Type Permanent - Full Time Location Hemel Hempstead Workplace type Onsite

About You

If you love making a difference and think you have what it takes to excite our guests as they arrange their holidays with us, this could be the perfect role for you.

As a team who understand the importance of getting it right for every guest, we are looking for team members who will be willing to go the extra mile and ensure that we find the perfect holiday for every guest.

We are looking for someone with experience of working with customers or guests over the phone or in person. You don’t need to have worked in hospitality before as we will teach you everything you need to know about Butlin’s! We are much more interested in your mindset, personality, and ability to get stuck in and learn quickly.

Empathy and listening skills are really important to make sure we are able to offer a great experience, so you should be confident in these areas, being able to lead in engaging conversations in a great tone of voice.

Alongside being on the phone, you will be working on a computer and with some of our booking systems – you should therefore be confident using a computer.

Key Knowledge/Experience

• Experience in a contact centre or phone-based customer service role.
• Strong communication skills, both verbal and written.
• Ability to remain calm under pressure and think on your feet.
• Confident problem-solving skills with a solutions-focused mindset.
• Strong organisation and attention to detail.
• Commercial awareness and the ability to balance guest and business needs.
• Confidence using multiple systems and logging tools.

Shift Patterns

Our Contact Centre is open 9am until 9pm, 7 days a week. You will need flexibility during the week and weekend as a full-time member of the team, but we will always do our best to accommodate reasonable requests around shift patterns to fit around you. You will also have 4-6 weeks’ notice on your work patterns.

Typical shifts are a mixture of 9am-5.30pm, 10:30am-7pm, 9am-7pm, 12.30pm-9pm shifts with two days off per week.

About Butlin's

Did you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, 'fun' is in our DNA, and we've been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things they'll say about working at Butlin's is our culture.

As The Home of Entertainment, we pull out all the stops to provide our guests with an 'Altogether More Entertaining and Fun Break', from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!