Contact Centre & Guest Email Advisor

Away Resorts Ltd; Hemel Hempstead; On-site; GBP 22,000 - 27,000; 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 Ltd in Hemel Hempstead is hiring a Contact Centre and Guest Email Advisor to handle inbound calls and respond to guest queries by email and phone, helping guests book, upgrade, and resolve post‑stay questions.

You’ll deliver friendly, clear information, build rapport, and support guests throughout their holidays, reporting to the Guest Experience Operations Manager in a fast-growing, customer‑focused team at one of the UK’s leading holiday providers.

Qualifications

• Strong communication and listening skills to understand guest needs.
• Ability to stay calm and friendly under pressure while resolving queries.
• Experience handling bookings, upgrades and general inquiries in a customer-facing role.
• Excellent teamwork and a can-do attitude in a fast-moving environment.
• 1+ year of experience in a contact centre or telephone-based customer service role.

Responsibilities

• Take inbound calls from guests and assist with bookings and upgrades.
• Respond to guest queries via email and telephone pre- and post-stay.
• Provide clear, friendly information and build rapport with guests.
• Support guests to ensure a smooth and memorable holiday experience.
• Collaborate with the team to maintain high guest satisfaction.

Skills

People skills

Guest empathy

Multitasking

Positive attitude

1+ year contact centre experience

Job description

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:

• 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?