Customer Care Advisor

Park Holidays UK Ltd; Caernarfon; On-site; GBP 19,000 - 26,000; Full time

Benefits offered by this job

Generous holiday discounts

Restaurant discounts across parks

Life Insurance and digital GP

Eye care vouchers

Employee assistance programme

Pension scheme

Gym discounts

Referral schemes

Mortgage advice

Job summary

Park Holidays UK Ltd is seeking a dedicated Customer Care Advisor to join our expanding team, delivering exceptional service to guests, owners, and third parties across our parks. You will manage interactions, resolve issues, and support care and onsite management teams to ensure high satisfaction levels.

You will handle tickets, assist with events, escalate complex complaints, and generate reports while maintaining GDPR compliance.

Qualifications

• Previous experience in customer service or complaint handling preferred but not essential.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication.
• Willingness to work alternate weekends on a rota.

Responsibilities

• Handle guest, owner, and third-party interactions through our customer care software and provide prompt, professional responses.
• Update and manage support tickets in line with company processes and ensure timely resolution.
• Assist onsite management teams to resolve tickets and maintain guest/owner satisfaction.
• Assist with Owners events and liaise with contractors and manufacturers.
• Identify and escalate complex or unresolved complaints to relevant management and follow up on resolutions.
• Forward relevant third-party inquiries to appropriate personnel for action.
• Maintain accurate records of interactions, resolutions, and feedback; generate reports to track performance and trends.

Skills

Customer service

Communication

Attention to detail

Organisational skills

Multi-tasking

Teamwork

GDPR compliance

Self-motivation

Independent work

Problem solving

Tools

MS Word

MS Excel

Job description

Park Holidays UK, a leading provider of holiday parks across England, Wales, and Scotland, is seeking a dedicated and enthusiastic Customer Care Advisor to join our expanding team. In this role, you will play a crucial part in delivering exceptional service to our guests, owners, and third parties. You will be responsible for managing customer interactions, resolving issues, and ensuring high levels of satisfaction while supporting our customer care and onsite management teams.

• Handle guest, owner, and third-party interactions through our customer care software. Provide prompt, professional, and courteous responses to all inquiries.
• Update and manage support tickets in accordance with the company's guest and owner care processes. Ensure accurate and timely resolution of issues.
• Offer assistance to onsite management teams as needed to resolve support tickets and ensure guest and owner satisfaction.
• Assist with Owners events and liaise with contractors and manufacturers.
• Identify and escalation complex or unresolved complaints to appropriate management teams. Follow up to ensure satisfactory resolution.
• Forward any relevant third-party email inquiries to the appropriate company personnel for further action.
• Maintain accurate records of interactions, resolutions, and feedback. Generate reports as required to track performance and identify trends.

  Previous experience in a customer service or complaint handling role is preferred but not essential.

• Strong attention to detail with the ability to handle multiple tasks and ensure accuracy.
• Excellent organisational skills and the ability to manage time effectively.
• Competent using computers, including knowledge of Microsoft Word and Excel.
• Professional and approachable personality with excellent verbal and written communication skills.
• Ability to work well as part of a team and independently, demonstrating initiative and self-motivation.
• A clear understanding of GDPR rules and regulations, with a commitment to protecting customer data and privacy.
• Willingness to work alternate weekends on a rota basis.

  Looking for a rewarding career in the holiday park industry? Park Holidays UK is one of the leading holiday park operators, offering exciting opportunities in a fun and dynamic environment. Whether you're passionate about customer service, hospitality, or outdoor adventures, we have a role for you. Join our team and be part of creating unforgettable holiday experiences!

  At Park Holidays UK, you'll be part of an industry-leading organisation where you'll be challenged, inspired, rewarded, and empowered to grow. We pride ourselves on placing a high value on our team members - it's one of the key things that sets us apart.

We'll encourage you to bring your best every day, offering exciting opportunities, meaningful work, a supportive and collaborative environment, and plenty of room for professional development.

Employee Benefits at Park Holidays UK include:

• Generous discount on holidays across our parks
• Discount at all restaurants on park for you and your family
• Life Insurance coverage, including a 24/7 digital GP and funeral concierge service for you and your family.
• Free premium eye test voucher
• Comprehensive Employee Assistance Programme offering counselling, retail discounts, and more.
• Discounted gym memberships
• Employee referral scheme
• Sales referral scheme
• Free expert mortgage advice
• Company pension scheme