Contact Centre Advisor – Haven

Haven; Hemel Hempstead; Hybrid; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Holiday Buy Scheme

Annual bonus

Hotel discounts for Haven & Warner

Wellbeing support

Corporate partner discounts

Career pathways & learning

Job summary

Haven in Hemel Hempstead is seeking a Contact Centre Advisor to join a friendly team and deliver tailored guest experiences from pre-booking to post-booking support.

This hybrid role requires 3 days in the Head Office and 2 days working from home, with weekend shifts alternating. The team focuses on helpful, empathetic service and achieving KPI targets while offering clear career progression.

Qualifications

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

Responsibilities

• Support guests with the booking of their break, promoting upgrades, answering questions, taking payments and handling complaints.
• Demonstrate thorough knowledge of Haven’s operation and Haven Holidays product.
• Support other areas of the business as required.

Skills

Customer service

Active listening

Decision making

Problem solving

Empathy

Team player

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.

For many guests this journey will start with you, so we are looking for people who are:

• – 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’s 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)