Complaints Handler

Position: Complaints Handler Type: Full-Time / Part-Time / Seasonal Pay Rates: Up to £ 12.71 per hour depending on age Onsite accommodation, subject to availability and T&Cs Join our One Great Team here at Haven as a Complaints Handler, where you ’ ll be the heart and soul of a stress-free experience for our guests and owners, making their stay with us feel extra special!

As a key member of our Guest Experience Team, you ’ ll connect directly with guests and owners, ensuring they feel welcome, valued, and fully supported throughout their stay. From warm greetings to handling challenges with a smile, you’ll help make every moment enjoyable and worry-free. Whether it’s addressing concerns or going above and beyond to create a seamless experience, your efforts will leave a lasting impression on our guests.

Key Responsibilities

• Be the welcoming first point of contact for our guests and owners, addressing any questions or concerns with attentiveness and care.
• Take a thoughtful approach to complaints. Investigate issues thoroughly, document important details , and provide tailored solutions that fit each unique situation.
• Resolve and handle complaints with professionalism, escalating to the appropriate team when needed to ensure a swift and effective resolution.
• Follow up on resolved concerns with check-in calls, confirming guests’ satisfaction and reinforcing our commitment to exceptional service.
• Work together with the broader Guest Experience team to deliver a seamless, unforgettable experience for all guests and owners.

Requirements

• Previous experience as a Complaints Handler or in a similar role in guest relations or customer service.
• Customer focused with a passion for working with people.
• Can actively listen, communicate clearly, and maintain a professional, friendly manner.
• Ability to handle challenges or guest complaints with patience, tact, and efficiency.

What We Offer

• An inclusive, supportive work environment.
• Comprehensive training and ongoing support.
• Career development opportunities, including fully funded qualifications.
• Exclusive team perks, including up to 50% off on-park dining, 20% discounts on Haven Holidays and in-store purchases, free access to our facilities, savings at national brands and retailers, and so much more! How to Apply We’re committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply. To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch. For support or adjustments during the application, contact us at: resourcingteam@bourne-leisure.co.uk