Haven
Complaints Handler
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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.
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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.
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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
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