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Customer Feedback Team Manager - Haven

Bourne Leisure Head Office
1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR
Employment Status
Employment Type
Effective Date
1 July 2019
Expiration Date
29 July 2019

We are looking for an experienced Customer Feedback Team Manager to join our fun and friendly team in Hemel Hempstead. You will provide an environment that allows your team to perform at their best through high performance and high fulfillment and creating memories for our guests and giving our team opportunities of a lifetime.

About the role:
Reporting to the Customer Experience Manager, the responsibilities of the Customer Feedback Team Manager include:
Line manage a team of Customer Experience Agents, including training, development and recruitment
Being a point of escalation to review complaints both from your team or from the senior leadership team
Support the Customer Experience Manager and the wider Support team to deliver memorable customer experience
Report on feedback performance and offer constructive improvements to help improve first time resolution on parks

The Ideal Candidate:
Previous experience in dealing with guest/customer complaints
Able to apply the service recovery model in order to ensure our guests continue to have positive memories of Haven
Has a bright and breezy personality and able to motivate and inspire teams
Experience of leading and developing teams focused on providing consistent service
A good listener with exceptional relationship building skills as you will be dealing with a wide variety of stakeholders and customers. 
Proven customer service experience, 
Confident decision maker
Ability to be planned and organised
Ability to communicate effectively using a variety of media

The benefits of working with us:
Competitive salary and discretionary bonus scheme
20% team member discount across Haven holidays, Warner Leisure Hotels and Butlin's for you, your family and friends
22 days annual leave rising to 25 days after 2 years’ service
Government pension scheme and optional salary sacrifice scheme
Reward and recognition schemes including long service
Our online discount scheme (MyBourneHub) with loads of great deals
Externally recognised qualifications that will give you the opportunity to progress and develop within Bourne Leisure

About us
Bourne Leisure is one of the largest providers of holidays and holiday home ownership in the UK. Our brands Haven, Butlins and Warner Leisure Hotels are amongst the most recognised within the UK holiday market.  Bourne Leisure has more than 6,000 team members that work across their three brands, which rises to nearly 14,000 during peak periods. 

Haven is now the largest privately-owned holiday operator in the UK, with 38 Parks around the British Coastline.  Our 23,500 holiday home owners and our 2.5 million holiday guests come to Haven each year to enjoy ‘a breath of fresh air’ experience at the seaside away from daily life and look forward to spending quality family time together.