Guest Solutions Manager Job at Butlin's (Hemel Hempstead)

Job Description

The Guest Solutions Manager leads a team dedicated to being there for our guests at moments when things go wrong – whether that’s a family on resort who needs help during their break, or a guest who returns home frustrated and deserves to be heard. This role is about turning difficult experiences into positive outcomes – resolving complaints with genuine care, restoring confidence in Butlin’s, and leaving every guest feeling valued enough to come back.

Job Responsibility

Lead, coach and develop two Guest Solutions Team Leaders and their respective advisor teams, ensuring consistent performance, engagement and wellbeing across the department
Provide direct line management to the five Guest Solutions Complaint Team Members based in Hemel Hempstead, who respond to written complaints, supporting their development and day-to-day resolution work
Conduct regular 1-2-1s and team performance reviews, setting clear objectives and providing meaningful, ongoing feedback
Foster a positive, high-performance culture built on empathy, accountability and continuous improvement
Take personal ownership of escalated complaints, CEO-level complaints and legal letters, responding in a positive, empathetic and on-brand manner that exceeds guest expectations and addresses root causes
Liaise directly with Butlin’s legal advisor on legal correspondence, ensuring responses are timely, accurate and appropriately managed
Work collaboratively with audit teams and other Butlin’s teams on complaint-related matters, ensuring a joined-up and consistent approach
Oversee the full guest complaint journey – from on-resort telephony calls during a guest’s stay through to post-break written resolution via email, letter and other channels
Oversee daily workload allocation across all teams, ensuring SLAs and KPIs are consistently achieved across both call and email channels
Work in close partnership with the Forecast Planning team to ensure the right volume of resource is in place to meet anticipated call and email demand
Produce timely, insightful complaint data and trend analysis for the business, highlighting key themes, root causes and recommendations for improvement
Complete regular call and email quality assessments across the department, delivering coaching and feedback to Team Leaders to maintain high standards
Build strong, collaborative relationships with Resort Guest Services Managers and Resort Resolvers, visiting resort teams regularly to maintain alignment and share best practice
Work closely with the Sales & Service Manager and the Head of Guest Experience, providing regular updates, insight and recommendations
Champion the voice of the guest across the business, using complaint insight to influence operational improvements and guest experience strategy
Own and manage the feedback recording system used across resorts and the Hemel support centre, including user management, supplier relationships and implementation of improvements
Complete all Data Protection and Subject Access Requests received by Butlin’s in a timely and compliant manner

Requirements

Proven experience managing a customer service or complaints team, including team leaders and advisors
Strong complaint handling skills, including escalated, CEO-level and legally sensitive cases
Excellent written and verbal communication skills with a keen eye for detail
Able to analyse complaint data, spot trends and present clear insight to the business
Calm, organised and resilient in a fast-paced environment with competing priorities
Proficient in Microsoft Word, Excel and Outlook
Working knowledge of Data Protection legislation and Subject Access Request processes

Nice to have

Experience across multi-channel contact centre operations (telephone, email, letter, social media)
Familiarity with complaint or feedback management systems
Background in leisure, hospitality or tourism

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Guest Solutions Manager

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