Customer Services Associate

The Celtic Collection; Newport; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Discounts on hotel stays

Discounted gym & leisure membership

Free GP virtual service

24/7 wellbeing support

Pension scheme

Social events and recognition awards

Job summary

The Celtic Collection in Newport is seeking a Customer Services Associate to join our Guest Relations team. This role involves handling phone and email inquiries, guiding guests with bookings and information, and delivering a warm, professional service at every touchpoint.

You will respond to guests, provide clear information about our hotels, dining, and facilities, and take ownership of queries to resolve them efficiently, ensuring a positive experience from first contact to resolution.

Qualifications

• 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.

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 experience

Verbal communication

Written communication

High volume tolerance

Customer care mindset

Attention to detail

Job description

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

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.

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