About this role
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.