Guest and Owner Relations Advisor
Hybrid - 1 Day a week in office
Full Time / 35 Hours
6 Month Fixed Term Contract

Haven are on the lookout for a Guest and Owner Relations Advisor to join our fantastic Guest Relations team.

Your main responsibility will be to retain guest loyalty by responding to complaints with an aim to resolve and recover their experience. You will provide advice and guidance to Park Teams with an aim to support them during peak holiday periods. You will protect Havens reputation through prompt, mutual resolutions, with the aim to guide parks through the season and complaint process. 

This is a 6 month fixed term contract role where you will be expected to work from the office in Hemel Hempstead (HP2 4YL) only 1 day a week, with the remainder of your time spent working from home.

This is a fantastic opportunity for a college leaver, due to start University in September.

Your Opportunity:
- To resolve guest and owner complaints through an efficient and empathetic experience, focusing on service and experience recovery. Providing parks and guests with clear communications and outcomes.
- Providing quality customer service utilising an excellent telephone manner and clear written communication to ensure that all parties are provided with all necessary and relevant information.
- Efficient management of own tickets delivering resolutions within agreed time and compensation SLAs, whilst supporting other team members if required
- Maintaining and always developing successful and professional working relationships with parks, third party partners and internal teams by providing a friendly and effective service
- Providing first time resolution within the business objectives and guidelines
-Provide line manager with regular updates on tickets, resolutions and common areas of complaint
- Demonstrating a thorough knowledge of all aspects of Haven's operation and have a detailed knowledge of the Haven Holidays product
- Supporting other areas of the business or tasks as required
What we'd like you to bring: - Previous experience of customer service - Excellent written and spoken English - Good at problem solving and taking ownership to solve the guests or owners experience issues - Administration processes learn, develop and become an expert in a key area of the business by:

Who are we?
As the UK's leading holiday operator, a career at Bourne Group can offer more than just a job. Part of the award-winning Bourne Leisure family, we have plenty of exciting opportunities for development, over 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead. From Scotland to Cornwall, Norfolk to Wales, our parks are dotted along some of the most breath-taking parts of the great British coastline, providing memories that last a lifetime for guests, owners, and team. We're passionate about what we do, and we have a great time doing it, all of which is reflected in our Breath of Fresh Air culture. We welcome all new talent with open arms and support your journey with Haven in any way we can.

What's it like to work with us?
Ultimately, it's our people and teams that make us an employer of choice. 
At Haven, we care about you as an individual- whether you are office based, home based or a mixture of the two, we are open and transparent in our approach and welcome the same approach in return. We are a place where talent thrives and gives you the autonomy to be the master of your own path. We are supportive and collaborative, giving you the opportunity to learn, ask questions and work with different people throughout the business. We are one great team, and we celebrate successes as an individual and as a collective with our teams.

At Haven/Warner/Bourne Leisure (part of Bourne Leisure Ltd) we are committed to nurturing a fully inclusive, diverse, and equitable workplace across every area of our business, where every one of our team feels like they really belong and can truly be themselves. Whether you're looking for the first step in your career or you're on your second or third career, we encourage applications from all, including under-represented groups such as LGBTQ+, ethnic minorities and people with disabilities. If you feel this role is a good fit for you, we'd love to hear from you. For more information on our Inclusion and Diversity commitments please visit our careers site and social pages.

What's In It for You?
- Competitive holiday allowance that rises with service
- Holiday buy scheme
- Annual bonus
- 20% discount for any Haven or Warner holiday for you, friends, and family.
- Wellbeing support across several different topics
- Opportunities to use our corporate box at The O2 arena for music, comedy, sport, and entertainment events
- Exclusive discounts with several corporate partners
- Access to fantastic learning and development opportunities, including Apprenticeships & Degrees
- Real career pathways

If this sounds like the right opportunity for you, please make an application! 

We are keen to ensure that we support every candidate throughout the recruitment process according to their needs. If you require any support or reasonable adjustments during the application, please contact us on resourcingteam@bourne-leisure.co.uk

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