Customer Service Advisor
37.5 hours per week, Monday- Friday 08.30-16.30
plus 1 in 4 Saturdays 09.00-13.00 (Mar-Aug) contracted and paid as overtime
£25,687.70 per annum
The Camping and Caravanning Club is the world's oldest and largest Club for all forms of camping and our aim is to help people enjoy the simple pleasures that camping can bring.
We are recruiting for a Customer Service Advisor. The successful candidate will support the Service Centre Management Team in delivering exceptional levels of customer service and member communication, through various channels. Whilst at all times operating in a friendly and professional manner with the aim of delivering to set KPIs and SLAs within the overall objectives of the Club. Ensuring where possible, to strive to add value within all areas of communication.
Daily duties and responsibilities will include:
To accept, investigate and respond to all queries, whether by telephone, letter, email or escalations from the wider Service Centre team or Site Network.
Meeting KPIs and SLA’s, adding value within responses and ensuring a professional and accurate response is delivered.
To recognise initial communication, record all correspondence within the Club’s CRM system, investigate the issue and process the response within the style and tone of the Club.
To be confident whilst also striving to deliver excellent standards when communicating via several different channels including email, letter, telephone and social media.
To work with third party partners to resolve queries and complaints based on areas such as Insurance and Breakdown, whilst ensuring Club procedures and partner policies are met at all times.
To understand when queries need to be escalated to a Team Leader or Team Manager and to assist handing these over providing as much detail as possible.
To ensure all workloads are logged daily to understand team workflow and individual productivity.
To recognise any recurring queries or complaints and highlight to a Team Leader or Team Manager to allow further investigation to take place.
To recognise when levels of confidentiality are required and remain professional at all times, ensuring to meet with all relevant legislation including GDPR and payment processing.
To build knowledge of all areas of the Club to allow a comprehensive response to be given and seek out the correct individual or team to assist in building/providing the response.
We are looking for the following in applications:
GCSE’s or equivalent to include English and Maths
Competent with Microsoft packages
Experience of working within a busy customer environment or team
Experience of complaint handling and escalations
Develop a good working knowledge, process understanding and time management
Excellent customer facing, relationship building and interpersonal skills
Excellent standard of verbal and written communication both internally and externally
The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. We've been helping people enjoy the great outdoors for over 120 years.
We believe in rewarding our people for their hard work, so we have a great mix of benefits and opportunities, to give you the recognition you deserve:
Benefits include 28 days annual leave plus bank holidays and holiday purchase scheme, 10% pension (5% / 5%), 3 x salary life assurance, an employee assistance programme, free staff membership for discounts on our Club sites and with our retail partners. We operate hybrid working, with 2 set days in the office and the option of working from home the remainder of the week (after probation period).
We are especially keen to encourage expressions of interest from people currently under-represented within the Club, these include but are not limited to those from the LGBT+ community, people with disabilities, and people from ethnic minority backgrounds. We are an equal opportunities employer and actively committed to promoting equality and diversity, and the Club expects all staff, members and volunteers to share this commitment.
We have signed the Armed Forces Covenant and welcome the Armed Forces community to apply.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
For this role, you must have evidence of the right to work in the UK.
Please upload your anonymised CV
Applications close : 19 March 2026