Guest Relations Executive

One to One personnel Limited; Purfleet-on-Thames; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

One to One personnel Limited is seeking a calm, confident Guest Relations Executive to deliver exceptional service across telephone, email and social media in Purfleet, Essex. This full-time, permanent hybrid role offers a supportive team, structured onboarding and the chance to develop guest satisfaction at every touchpoint.

You will handle a high volume of guest enquiries, investigate and resolve complaints fairly, log communications promptly, and liaise with internal and external partners to

Qualifications

• Previous customer service or guest relations experience.
• Experience handling high volumes of telephone and email enquiries.
• Travel, tourism or hospitality experience would be advantageous.
• Excellent written and spoken English with strong communication skills.
• Calm, patient, empathetic and professional under pressure.

Responsibilities

• Handle a high volume of guest enquiries and complaints professionally and promptly.
• Investigate and resolve complaints fairly, accurately and in line with company procedures.
• Provide empathetic, solution-focused customer service while managing challenging situations.
• Ensure all written and verbal communication is accurate and reflects the required tone of voice.
• Log, acknowledge and respond to communications within agreed timescales.
• Liaise effectively with internal teams and external partners to resolve guest issues.
• Handle confidential information with discretion.
• Meet daily response targets and departmental KPIs.
• Support the wider Guest Relations Team and undertake other duties as required.

Skills

Customer service

High volume handling

English communication

Attention to detail

Organised

IT skills

Tools

Communication software

Job description

Guest Relations Executive

£25,000 PA | Full Time | Permanent | Purfleet, Essex | Hybrid

We are seeking acalm, confident and customer focused Guest Relations Executive to deliver exceptional service and resolve guest queries across telephone, email and social media.

Key Responsibilities:

• Handle a high volume of guest enquiries and complaints professionally and promptly.
• Investigate and resolve complaints fairly, accurately and in line with company procedures.
• Provide empathetic, solution-focused customer service while managing challenging situations.
• Ensure all written and verbal communication is accurate and reflects the required tone of voice.
• Log, acknowledge and respond to communications within agreed timescales.
• Liaise effectively with internal teams and external partners to resolve guest issues.
• Handle confidential information with discretion.
• Meet daily response targets and departmental KPIs.
• Support the wider Guest Relations Team and undertake other duties as required.

Ideal Candidate:

• Previous customer service or guest relations experience.
• Experience handling high volumes of telephone and email enquiries.
• Travel, tourism or hospitality experience would be advantageous.
• Excellent written and spoken English with strong communication skills.
• Confident complaint handler with excellent attention to detail.
• Calm, patient, empathetic and professional under pressure.
• Organised, proactive and able to prioritise effectively.
• Strong IT skills and comfortable using communication-based software.
• Discreet, trustworthy and committed to delivering outstanding customer service.

Working Pattern:

• Monday to Friday,9:00am – 5:30pm.
• Hybrid working:Monday and Wednesday office-based in Purfleet, Essex, with three days working from home.
• Initial four-week onboarding period may require full-time office attendance.
• Occasional travel to regional ports or other operational locations may be required.