Posted: 3h ago
The role
Complaints Handler - Gwynedd 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
