Holiday Concierge – Guest Experience Specialist

Butlin's Conferences & Events; Hemel Hempstead; On-site; GBP 22,000 - 28,000; Full time

Job summary

Butlin's Hemel Hempstead is seeking friendly, motivated people to join our Contact Centre. You’ll become an expert on guests' holiday plans, answer calls and chats, and help guests enjoy their breaks from the moment they reach us.

This isn’t a scripted role; you’ll bring personality and empathy, listen carefully, and communicate clearly. You’ll work with our booking systems, handle multiple tasks, and thrive on delivering moments that create smiles for every guest.

Qualifications

• Experience in a contact centre or phone-based customer service role.
• Strong communication skills, both verbal and written.
• Ability to remain calm under pressure and think on your feet.
• Confident problem-solving skills with a solutions-focused mindset.
• Strong organisation and attention to detail.
• Commercial awareness and the ability to balance guest and business needs.
• Confidence using multiple systems and logging tools.

Skills

Contact centre experience

Phone-based service

Clear communication

Empathy

Active listening

Problem solving

Attention to detail

System navigation

Job description

Butlin's Hemel Hempstead is seeking friendly, motivated people to join our Contact Centre. You’ll become an expert on guests' holiday plans, answer calls and chats, and help guests enjoy their breaks from the moment they reach us.

This isn’t a scripted role; you’ll bring personality and empathy, listen carefully, and communicate clearly. You’ll work with our booking systems, handle multiple tasks, and thrive on delivering moments that create smiles for every guest.