At Butlins we work hard to delight families in a way that is true and from the heart. Our Guest Solutions Team are here to support our guests after they’ve had a holiday which they feel has not met their expectations.
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.
The day to day responsibilities of this role will be:
- 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.
Our Guest Solutions Team love to problem solve, build relationships with our guests and enjoy working in a fast-paced environment.
To help them do this they need to have:
- 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
Did you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, 'fun' is in our DNA, and we've been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things they'll say about working at Butlin's is our culture.
As The Home of Entertainment, we pull out all the stops to provide our guests with an 'Altogether More Entertaining and Fun Break', from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!
