Contact Centre & Guest Email Advisor

Away Resorts; Hemel Hempstead; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Enhanced family benefits

Life insurance

Discounts on Away Resorts holidays

On-park discounts

Awards and recognition

Job summary

Away Resorts in Hemel Hempstead is seeking a friendly Contact Centre and Guest Email Advisor to help guests before and after their stay. You’ll take inbound calls and respond to emails, assisting with bookings, upgrades and general queries to ensure guests have a smooth holiday experience.

You’ll report to the Central Support team and thrive on delivering clear, helpful information with a warm, proactive attitude.

Qualifications

• At least 1 year’s experience in a contact centre or telephone-based customer service role.
• Strong communication and listening skills.
• Ability to multitask and solve problems.
• Positive, can-do attitude and team spirit.

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.
• Support the Away Resorts brand with enthusiasm.

Skills

Communication

Telephone etiquette

Multitasking

Problem solving

People skills

Inbound calls

Tools

Parcvu

Job description

Location: Hemel Hempstead, Hertfordshire

Hours of Work: 40 hours permanent- Some Weekends required

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:

This is a chance to build your career in one of the fastest growing and most exciting holiday companies in the UK. We offer:

• 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?