Customer Care & Resolution Specialist

Parkdean Resorts UK Limited; Newcastle upon Tyne; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Employee Assistance Programme

Discounted holidays

Friends & family discounts

Team member discounts

Brand partner discounts

Job summary

Parkdean Resorts UK Limited seeks a Customer Relations Advisor to join the Central Support Office in Newcastle, handling complaints and enquiries across phone, email and social platforms. You will investigate concerns, coordinate with stakeholders and deliver timely, customer-focused resolutions in line with policies.

You will work in a fast-paced team, ensuring accurate records and adhering to SLAs while supporting KPIs and brand reputation through professional, on-brand communications.

Qualifications

• Previous experience in a customer service, customer relations or complaints handling role.
• Excellent written and verbal communication skills.
• Strong problem-solving and complaint resolution abilities.
• Experience managing customer interactions across multiple channels.
• Exceptional organisational skills and attention to detail.
• The ability to remain calm and professional when dealing with challenging situations.
• A customer-first mindset with a passion for delivering outstanding service.

Responsibilities

• Managing customer complaints and enquiries across a variety of channels, including phone, email, written correspondence and digital platforms.
• Investigating customer concerns, gathering information from key stakeholders and identifying appropriate resolutions.
• Delivering fair, timely and customer-focused outcomes in line with company policies and service standards.
• Managing escalations and complex cases while maintaining service level agreements.
• Building strong working relationships with parks and departmental teams to support effective complaint resolution.
• Maintaining accurate records and case management information.
• Monitoring complaint progress to ensure actions are completed within agreed timescales.
• Identifying recurring themes and opportunities to improve the customer experience.
• Supporting team KPIs, customer satisfaction measures and brand reputation objectives.
• Responding to customer comments, reviews and messages on platforms such as Facebook, Instagram, TripAdvisor, Google Reviews and Trustpilot.
• Delivering engaging, professional and on-brand communications across all social and review platforms.
• Proactively managing online interactions to build positive customer relationships.

Skills

Customer service

Communication skills

Problem solving

Multi-channel support

Organisational skills

Calm under pressure

Customer-first mindset

Job description

Parkdean Resorts UK Limited seeks a Customer Relations Advisor to join the Central Support Office in Newcastle, handling complaints and enquiries across phone, email and social platforms. You will investigate concerns, coordinate with stakeholders and deliver timely, customer-focused resolutions in line with policies.

You will work in a fast-paced team, ensuring accurate records and adhering to SLAs while supporting KPIs and brand reputation through professional, on-brand communications.