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Haven Contact Centre Advisor

Location
Bourne Leisure Head Office
Address
1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR
Division
Haven
Employment Status
Full-time
Employment Type
Permanent
Effective Date
5 March 2019
Expiration Date
2 April 2019

Haven Contact Centre Advisor 

As a Contact Centre Advisor, you will be joining one great team, proudly and consistently providing an individual, tailor made guest experience.  We are looking for motivated individuals who can demonstrate great listening skills and help our guests to choose the holiday that's perfect for them. You will be excellent at building relationships with our guests and ensuring they receive a 'Breath of Fresh Air' Experience in line with our Haven Culture.

 
Self-focus
You will need to:

•Take responsibility for your own development through coaching and 121's with your team  leader
•Work independently ensuring you deliver a 'Breath of Fresh Air’ and professional  service at all times-no matter what channel of communication our guest has chosen
•Listen and understand our guests requirements and use a problem-solving attitude to  offer solutions to them where necessary
•Have excellent time keeping skills
•Ensure you proudly present yourself in a manner that reflects the high standards of  hygiene and appearance we deliver to our customers

Team focus
You will need to:

•Be a team player; achieve team, personal targets and goals
•Enjoy being part of an engaged, high performing team
•Work with other team members and departments to ensure a great guest and team   experience
•Attend daily, weekly or monthly briefings and meetings when required

Guest Focus
You should be:

•Support in all communication channels of the contact centre, which may include calls, email, live chat and social media, ensuring all enquiries are handled with a professional 'Yes I can' and 'Make it fun' attitude.
•Maintaining a lively positive attitude around the contact centre 
•Enjoying and thriving on taking responsibility to offer solutions to guests by doing 'The right thing' 
•Able to handle guests situation with a ' Dare to Care ' approach by putting yourself in their shoes and responding to their needs 
•Promoting sales through superior service aiming to 'Keep it simple' and exceed our guest's needs and expectations on a daily basis
•Developing both your people and product knowledge skills in order to deliver a fantastic experience

Business Focus
You will be required to:

•Provide informative and accurate advice and guidance
•Contribute to ideas to improve quality within the Team and the business
•To meet and aim to exceed guest service targets and KPIs 
•Attend any training that you have been selected to undertake

Culture Focus
You should:

•Refer to and use our 'Breath of Fresh Air' values as part of your day to day role, to  support you in delivering a fantastic guest experience and be successful at Haven 
•Our ideal candidate will be highly organised, proactive and structured in their  approach to work and be confident in communicating with a wide range of guests and team  members
•To ensure our guests receive an outstanding service, our team are required to work a  varied shift pattern. This will include regular evenings and weekends and we will need  you to be flexible. 

The benefits of working with us:

•Free use of many of the Haven Park facilities and discounts off our food and retail  outlets.
•Reward and recognition schemes including long service and team member of the month.
•Externally recognised qualifications to give you the opportunity to develop and  progress.
•20% team member discount across Haven Holidays, Warner Leisure Hotels and Butlin’s for  you, your family and friends
•22 days holiday increasing to 25 days after 2 years’ service
•Childcare voucher scheme (subject to eligibility)
•Government and company pension scheme