Customer Services Associate

The Celtic Collection; Caerleon; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Career development

Discounts on hotel stays

Gym & leisure discount

GP virtual service

Wellbeing support

Pension scheme

Social events and recognition awards

Job summary

The Celtic Collection is seeking a Customer Services Associate in Newport to manage inbound calls and emails for guests, delivering a warm, professional service and resolving queries efficiently. You will provide information on hotels, dining and facilities while upholding high standards of guest care.

This role supports guest bookings and enquiries, requires strong communication skills, and offers meaningful career development within a premium hospitality environment.

Qualifications

• Experience in a customer service, call centre or contact centre.
• Excellent verbal and written communication.
• Ability to handle a high volume of calls or enquiries.
• Calm, organized with strong attention to detail.
• Genuine passion for helping people.

Responsibilities

• Responding to inbound calls and emails from guests.
• Providing clear, accurate information about our hotels, dining and facilities.
• Delivering a friendly, professional and helpful service on every interaction.
• Taking ownership of guest queries and resolving them efficiently.
• Creating a positive experience from the first contact to resolution.

Skills

Customer service

Verbal communication

Written communication

High-volume calls

Detail-oriented

Empathetic approach

Job description

Job Title: Customer Services Associate
Location: Celtic Manor Resort, Newport (NP18 1HQ)
Hours: Part Time, Full Time and Casual Contracts Available 22.5 / 37.5 hours per week
Pay: £12.77 per hour + excellent benefits

Job ID - REQ6585

Overview

Looking for a customer service role in Newport where your communication skills really make a difference? We’re hiring a Customer Services Associate to join our Guest Relations team. This is a phone and email-based role, ideal for candidates from call centres, contact centres, retail customer service or office-based service roles. You’ll handle inbound enquiries, support our guests with bookings and information, and deliver a warm, professional service every time.

What you’ll be doing

• Responding to inbound calls and emails from guests
• Providing clear, accurate information about our hotels, dining and facilities
• Delivering a friendly, professional and helpful service on every interaction
• Taking ownership of guest queries and resolving them efficiently
• Creating a positive experience from the first contact to resolution

What we’re looking for

• Experience in a customer service, call centre or contact centre role
• Excellent verbal and written communication skills
• Confidence handling a high volume of calls or enquiries
• A calm, organised approach with strong attention to detail
• A genuine passion for helping people

Why join us?

This is a great opportunity to use your customer service skills in a premium hospitality environment – combining the pace of a contact centre with a more personal, rewarding guest experience.

Benefits include

• Career development from day one
• Discounts on hotel stays, food and drink
• Discounted gym & leisure membership
• Free GP virtual service
• 24/7 wellbeing support
• Pension scheme
• Social events and recognition awards

Additional information

We reserve the right to close this vacancy early if we receive a high volume of suitable applications. Therefore, we encourage you to submit your application as soon as possible. In accordance with UK immigration legislation, all applicants must have the legal right to live and work in the United Kingdom. Successful candidates will be required to provide original documentation to verify their eligibility to work in the UK prior to employment, in line with Home Office guidance.

The Celtic Collection is committed to being an equal opportunities employer. We welcome applications from all individuals regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation. We strive to ensure a fair and inclusive recruitment process for all candidates.