Position: Complaints Handler Type: Full-Time / Part-Time / Seasonal Pay Rates: Up to £ 12.71 per hour depending on age Join our One Great Team here at Haven as a Complaints Handler, where you ’ ll be the heart and soul of a stress-free experience for our guests and owners, making their stay with us feel extra special! As a key member of our Guest Experience Team, you ’ ll connect directly with guests and owners, ensuring they feel welcome, valued, and fully supported throughout their stay. From warm greetings to handling challenges with a smile, you’ll help make every moment enjoyable and worry-free. Whether it’s addressing concerns or going above and beyond to create a seamless experience, your efforts will leave a lasting impression on our guests. Key Responsibilities - Be the welcoming first point of contact for our guests and owners, addressing any questions or concerns with attentiveness and care. - Take a thoughtful approach to complaints. Investigate issues thoroughly, document important details, and provide tailored solutions that fit each unique situation. - Resolve and handle complaints with professionalism, escalating to the appropriate team when needed to ensure a swift and effective resolution. - Follow up on resolved concerns with check-in calls, confirming guests’ satisfaction and reinforcing our commitment to exceptional service. - Work together with the broader Guest Experience team to deliver a seamless, unforgettable experience for all guests and owners. Requirements - Previous experience as a Complaints Handler or in a similar role in guest relations or customer service. - Customer focused with a passion for working with people. - Can actively listen, communicate clearly, and maintain a professional, friendly manner. - Ability to handle challenges or guest complaints with patience, tact, and efficiency. Position: Owner Experience Advisor Type: Full-Time / Part-Time / Seasonal Salary: Up to £12.71 per hour depending on age Join our One Great Team here at Haven as an Owner Experience Advisor, where you’ll play a key role in delivering an exceptional experience for our Holiday Home Owners. We’re looking for an organised, approachable, and owner-focused individual who can confidently manage relationships, resolve issues with empathy, and help ensure a smooth and enjoyable ownership experience on park. Key Responsibilities - Act as the first point of contact for Holiday Home Owners on park, supporting them throughout their ownership journey. - Deliver clear, consistent communication and complete key admin tasks, such as booking safety tests and updating insurance and owner details. - Build strong, trusted relationships with Owners, addressing concerns and resolving issues with professionalism and care. - Work closely with the maintenance and accommodation teams to provide timely updates on repair status and outstanding works. - Monitor Owner feedback using advocacy scores, surveys, and dashboards to support continuous improvement. - Influence Park leadership, including the General Manager and Heads of Department, to identify and act on opportunities to enhance the Owner experience. - Ensure all administrative and compliance-related processes are completed accurately and in line with company standards. Requirements - Experience in Customer Service or Guest Relations is a plus. - Customer-focused with strong communication and interpersonal skills. - Highly organised with excellent attention to detail. - Confident handling challenges and complaints with patience and professionalism. - Proactive, solutions-driven, and committed to exceptional service. - Team player with the ability to work cross-functionally. - Awareness of compliance processes are beneficial but not essential– full training provided. What We Offer - An inclusive, supportive work environment. - Comprehensive training and ongoing support. - Career development opportunities, including fully funded qualifications. - Exclusive team perks, including up to 50% off on-park dining, 20% discounts on Haven Holidays and in-store purchases, free access to our facilities, savings at national brands and retailers, and so much more! How to Apply We’re committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply. To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch. For support or adjustments during the application, contact us at: resourcingteam@bourne-leisure.co.uk