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Complaints Handler
Role Overview
Position: Complaints Handler Type: Full-Time / Permanent Pay Rates: Up to £12.71 per hour (depending on age)
Join our One Great Team at Haven, where you’ll be the step-by-step difference in ensuring our guests and owners feel stress-free and cherished every step of the way! As a key member of our Guest Experience Team, you’ll forge meaningful connections, delivering exceptional service tailored to each individual’s needs.
About the Role
As a Complaints Handler, you’ll be the trusted first point of contact, crafting warm, seamless exchanges that turn every interaction into a positive experience. Whether offering immediate reassurance or proactively addressing concerns, your role ensures guests and owners leave feeling valued, understood, and excited to return.
Guests may encounter challenges—or simply require additional guidance—and it’s your role to balance professionalism with empathy, ensuring resolutions that meet (or exceed) expectations.
Responsibilities
Core Duties
- Actively engage as the welcoming first point of contact for guests and owners, responding attentively to questions and addressing concerns with genuine care.
- Investigate complaints thoughtfully, documenting critical details to inform tailored resolutions.
- Respond promptly to issues with a professional and solution-focused approach, swiftly escalating where required to maintain seamless service delivery.
- Implement follow-up checks via calls, verifying guest satisfaction and reinforcing Haven’s commitment to outstanding experiences.
- Collaborate closely with the Guest Experience Team to deliver a cohesive, exceptional experience for all guests and property owners.
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Requirements
Applicants must have (or be able to demonstrate experience equivalent to):
- Previous success in a complaints-handling role or equivalent within guest relations/customer service.
- A people-first mindset and a true passion for Guest Experience.
- Strong communication skills with the ability to listen actively, articulate solutions clearly, and maintain a friendly yet professional tone.
- Patience, tact, and efficiency in managing guest concerns or potential challenges.
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Benefits
We pride ourselves on fostering a positive, supportive workplace and provide:
- A culture that values inclusivity and celebrating difference.
- Comprehensive employee training and continuous development, including opportunities for fully funded qualifications.
- Exclusive team perks, including:
- Up to 50% off on-park dining.
- 20% discounts on Haven Holidays bookings and in-store retail purchases.
- Free access to guest facilities.
- Savings opportunities with national partner brands and retailers.
- And much more!
How to Apply
Ready to join our team? We’re committed to diversity, equity, and inclusion—your application is welcome regardless of experiences or backgrounds.
To begin, simply:
- Click [Apply Now] and complete a quick application (takes 5 minutes).
- Our resourcing team will review your application and follow up promptly.
For any adjustments or assistance during the process, you’re welcome to contact us at: resourcingteam@bourne-leisure.co.uk
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