At Butlins we work hard to delight families in a way that is true and from the heart. Our Guest Solutions Team are here to support our guests after they’ve had a holiday which they feel has not met their expectations.

As a Guest Solutions Team Member, you will be interacting with our guests via telephone, email, letter & Social Media. You’ll be responding to feedback, queries, and questions to help our guests feel that their concerns have been fully investigated, dealt with and as a consequence they’d like to return. 

The day to day responsibilities of this role will be:

·       Logging all feedback, queries and questions on to our PRIME system, making sure everything is recorded fully and accurately

·       Acknowledging receipt of feedback to our guests and helping to build a relationship with them quickly by setting our guests expectation of when we will come back to them, in line with our service level agreement. 

·       Working with resort teams to fully investigate feedback, and decide on a way to resolve our guests experience

·       Calling our guests to discuss their experiences and resolve issues within set time frames. 

·       Responding in a positive, empathetic and Butlins style that exceeds our guest’s expectations and addresses the root cause of their experience. 

·       Accurately recording resolutions, and following this with an email or letter to guests to confirm. 

·       Managing a variety of guests and situations throughout the day. 

·       Working with our resort teams and call centre team to support the value chain and help our guests. 

·       Visiting our resort teams regularly to build excellent relationships and help our guests. 

·       Supporting Customer Care, Sales and Social Media teams when necessary. 

Our Guest Solutions Team love to problem solve, build relationships with our guests and enjoy working in a fast-paced environment.

To help them do this they need to have:

·       Experience of providing excellent customer service.

·       Good organisational skills to manage many guests at one time

·       Ability to stay calm and focused in a pressurised environment

·       Ability to really put yourself in someone else’s shoes and empathise with them about their experience. 

·       Experience of dealing professionally and confidently with people at all levels and to ensure the guest always feels valued and listened to. 

·       Confidence and credibility to articulate points with clarity

·       You must be able balance the guests and business needs to find the best resolution. 

·       A good written communication with excellent spelling, grammar and punctuation abilities

·       Problem solving attitude

·       Ability to think on your feet using knowledge of Butlins to assist guests and team

·       Working knowledge of Word, Excel and Outlook