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We are looking for a dynamic and commercially focused customer service & Sales professional to help elevate our customer journey and drive revenue across our portfolio of parks and brands. In this role, you will be responsible for delivering an outstanding end-to-end customer experience while proactively converting enquiries into bookings and maximising customer value. You will manage customer interactions, support administrative processes, and identify opportunities to drive sales and repeat visits across the portfolio of parks and brands. Due to the seasonal nature of the business, a flexible approach to working hours is required, along with the ability to support across the full portfolio of parks and adapt to changing business needs. This is a full time 37.5 hour per week role. You will need to be fully flexible across 7 days per week.
Requirements
- Excellent communication skills, both verbal and written.
- Ability to promote products and services to customers to improve their experience and grow the business.
- Strong problem-solving and decision-making abilities.
- Ability to work effectively under pressure.
- Customer-oriented mindset with a passion for providing exceptional service.
- Proficiency with computer systems and software.
- Previous experience in customer service and contact centre is preferred but not required.
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Responsibilities
- Customer Experience & Relationship Management
- Combine Customer Support/Customer experience and customer satisfaction
- Deliver a high-quality, personalised customer experience across all touchpoints (phone, email, chat)
- Respond promptly to customer queries via phone, email, and chat
- Build and maintain strong relationships with new and existing customers.
- Handle customer queries promptly, providing clear and accurate information
- Resolve complaints professionally and efficiently, escalating where necessary
- Proactively enhance the customer journey to drive satisfaction and repeat visits
- Sales Execution & Revenue Growth
- Convert inbound enquiries into bookings, achieving individual and team revenue targets
- Proactively follow up leads and enquiries to maximise conversion rates
- Identify and action value adding and upselling opportunities across all products and parks
- Support the delivery of sales and marketing campaigns in line with the central communications plan
- Administration & CRM Management
- Maintain accurate and up-to-date customer records within the CRM system
- Process bookings, payments, and customer data with a high level of accuracy
- Track and manage enquiry pipelines to ensure timely follow-up
- Support reporting on enquiries, conversions, and customer activity
- Ensure strong attention to detail across all administrative tasks
- Product Knowledge & Park Co-ordination
- Develop and maintain strong knowledge of all products, services, and park offerings
- Act as a brand ambassador, confidently promoting all experiences across the portfolio
- Accurately answer customer questions about products always looking for upsell opportunities
- Share customer insights and feedback to support continuous improvement in sales and experience
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Benefits
- Industry-leading pay
- 50% off food and drinks while on shift
- 50p hot drinks while on shift
- 50% off for you + 4 on weekdays
- 50% off entry for you + 4 on weekends and during school holidays
- 20% off up to 4 parties a year for your family & friends
- 50% off food and drink when not on shift
- 20 days holiday + bank holidays
- Increased holiday leave at 2 and 5 years of service
- Birthday is a paid day off for everyone
- Pension Scheme
- Discount & reward platform offering discounts and rewards for leisure, restaurants and high street and online stores
About Oxygen Active Play
Find about more about our business and what we do here: https://oxygenactiveplay.co.uk/about-us/careers/
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