Customer Service & Operations - Customer Relations Advisor - CR1

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

Customer Service & Operations - Customer Relations Advisor - CR1

Central Support Office - Newcastle, Central Support, Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom

Job Description

As a Customer Relations Advisor, you'll play a key role in protecting and enhancing those experiences by delivering exceptional customer service and finding positive resolutions when things don't go to plan.

If you're an excellent communicator with a talent for problem-solving and a passion for putting customers first, this is an exciting opportunity to join a fast-paced, customer-focused team where your work genuinely makes a difference.

What you will be doing...

• 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.

About you...

• 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.

So, why Parkdean Resorts?

Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the chance to work with the UK's largest holiday park organisation, we can offer:

• The chance to develop your skills and boost your career across our 65 parks – we’ve got your back when it comes to training!
• You’re never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.
• A 50% discount for you and a 25% discount for friends and family when booking your holiday with us.
• A team member discount of 30%, available on everything from fabulous food to delicious drinks and even our fun leisure activities.
• Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we’ve got deals on lots of brands just for you.

We want to be a force for good and caring for our parks, people, and planet is a natural component of the way we do business. We celebrate our people, communities and natural environment, enabling us to enhance the amazing memories we create for many years to come.

Are we the right fit for you?

At Parkdean Resorts, every park is a place to start something great; a place where you can develop your skills, take on new challenges, and thrive alongside a team that supports you every step of the way.

Our parks create meaningful memories for our guests and know that great service is more than a smile - it’s understanding the value of every moment. Because it’s not just what we do, it’s who we are. Join a team that puts heart into every holiday. Be the Heart of the Park.

Parkdean Resorts takes safeguarding seriously therefore background checks including DBS (or equivalent) will be carried out if appropriate.

We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests as part of the recruitment and assessment process, please contact Roisin at [e-mail].

Central Support Office - Newcastle, Central Support, Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom