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Guest Solutions Team Member

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Butlin's

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Location:
United Kingdom , Hemel Hempstead

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Contract Type:
Employment contract

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Salary:

Not provided

Job Description:

As a Guest Solutions Team Member, you will be interacting with our guests via telephone, email, letter & Social Media. You’ll be responding to feedback, queries, and questions to help our guests feel that their concerns have been fully investigated, dealt with and as a consequence they’d like to return.

Job Responsibility:

  • Logging all feedback, queries and questions on to our PRIME system, making sure everything is recorded fully and accurately
  • Acknowledging receipt of feedback to our guests and helping to build a relationship with them quickly by setting our guests expectation of when we will come back to them, in line with our service level agreement
  • Working with resort teams to fully investigate feedback, and decide on a way to resolve our guests experience
  • Calling our guests to discuss their experiences and resolve issues within set time frames
  • Responding in a positive, empathetic and Butlins style that exceeds our guest’s expectations and addresses the root cause of their experience
  • Accurately recording resolutions, and following this with an email or letter to guests to confirm
  • Managing a variety of guests and situations throughout the day
  • Working with our resort teams and call centre team to support the value chain and help our guests
  • Visiting our resort teams regularly to build excellent relationships and help our guests
  • Supporting Customer Care, Sales and Social Media teams when necessary

Requirements:

  • Experience of providing excellent customer service
  • Good organisational skills to manage many guests at one time
  • Ability to stay calm and focused in a pressurised environment
  • Ability to really put yourself in someone else’s shoes and empathise with them about their experience
  • Experience of dealing professionally and confidently with people at all levels and to ensure the guest always feels valued and listened to
  • Confidence and credibility to articulate points with clarity
  • You must be able balance the guests and business needs to find the best resolution
  • A good written communication with excellent spelling, grammar and punctuation abilities
  • Problem solving attitude
  • Ability to think on your feet using knowledge of Butlins to assist guests and team
  • Working knowledge of Word, Excel and Outlook

Additional Information:

Job Posted:
April 27, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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