Customer Experience & Booking Advisor

Red Dot Search UK Limited; United Kingdom; On-site; GBP 28,000; Full time

Job summary

A wellness and spa service provider in Coventry is looking for a Customer Experience & Booking Advisor. You will guide customers in selecting the right spa experiences and treatments, handling enquiries through calls and live chat. The role requires exceptional customer service skills and the ability to build rapport without hard selling. Benefits include a competitive salary, commission, birthday leave, and discounts on spa services, creating a supportive and enjoyable work environment.

Benefits

Birthday leave

Agent rates and discounts on selected spa experiences

Free on-site parking and gym membership

Paid expenses for personal fitness challenges

Social events and team activities

Generous workplace pension

Qualifications

• Exceptional communication skills for inbound calls and live chat.
• Ability to provide impartial and confident advice.
• Prior experience in a spa, salon, or wellness brand is a plus.

Responsibilities

• Engaging with customers about spa services via calls and chat.
• Converting customer enquiries into bookings.
• Managing booking details accurately within the CRM system.

Skills

Strong customer service skills

Building rapport and trust

Comfortable guiding customers

Calm under pressure

Job description

Customer Experience & Booking Advisor

Wellness | Spa | Experiences

Location: Coventry

Salary: £25,396.80 basic + commission (c. £27,800 OTE)

After working in a spa, salon, beauty clinic or wellness brand, this role might feel familiar – just without the treatment room.

Spa experiences are all about helping people switch off, recharge and treat themselves. This role sits right at the heart of that journey, guiding customers through spa days, spa breaks and treatments, and turning their enquiries into memorable experiences.

You’ll spend your day talking to customers who want what you’re offering – helping them choose the right spa, the right treatment and the right package.

What you’ll be doing

• Speaking to customers via inbound calls and live chat about spa days, spa breaks and treatments
• Listening to what the customer really wants – relaxation, celebration, recovery or indulgence
• Offering confident, impartial advice based on their needs
• Converting enquiries into confirmed bookings
• Managing amendments and cancellations with care and professionalism
• Keeping booking details accurate within the CRM system

What we’re looking for

• Warm, calm and confident on the phone
• Naturally good at building rapport and trust
• Comfortable guiding customers to a decision, not hard selling
• Strong customer service skills with a commercial edge
• Able to stay composed during busy periods

Working hours

• Monday – Friday (9:00 – 5:30 or 10:30 – 7:00)
• One in three Saturdays (9:00 – 5:00)

What you’ll get in return

• £25,396.80 basic + commission (OTE c. £27,800)
• Birthday leave
• Agent rates and 50% discount on selected spa experiences
• Familiarisation spa visits (yes, really)
• Free tea, coffee and Pick & Mix
• Free on-site parking and gym membership
• Paid expenses for personal fitness challenges
• Dress-down environment and a genuinely friendly team
• Social events and team activities
• Generous workplace pension

Interested?

If you enjoy helping people feel good, love talking about treatments and experiences, and want a role where customer care and sales work hand-in-hand, this is well worth a look.

Apply now