Contact Centre & Guest Email Advisor

Away Resorts; Hemel Hempstead; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Bonus scheme

Enhanced family benefits

Life insurance

Discounts on Away Resorts holidays

On-park discounts

Awards and recognition

Job summary

Away Resorts is seeking a Contact Centre & Guest Email Advisor to join our Central Support team in Hemel Hempstead. You will handle inbound calls, respond to guest emails, and assist with bookings and upgrades before and after stays.

We value friendly, proactive communicators who can multitask, build rapport with guests, and work well in a team. You will report to the Group Guest Experience Operations Manager and contribute to memorable holidays.

Qualifications

• Natural communicator and listener.
• Make guests feel valued and well looked after.
• Strong multitasking and problem-solving skills.
• Positive, can-do attitude and team spirit.
• At least one year's experience in a contact centre or telephone-based customer service role.

Responsibilities

• 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.
• Report into the Group Guest Experience Operations Manager and support guest excitement.

Skills

Inbound calls

Email support

Customer service

Multitasking

Team player

Tools

Parcvu

Job description

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:

• Bonus scheme
• Enhanced family benefits
• 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?