Contact Centre Advisor (5 month fixed term contract)
Hemel Hempstead (Hybrid)
Full Time – Flexi 37.5 hours a week
Salary – Competitive

We are looking for Contact Centre Advisors to join our fantastic team at Haven to give our guests great service through the busy summer period.

As a Contact Centre Advisor, you will be joining one great team, proudly and consistently providing an individual, tailor-made guest experience.  We are looking for motivated individuals who can demonstrate great listening skills and help our guests with questions or queries they may have prior to their holiday start date, from making their booking that is perfect for them to supporting them with existing booking that has already been made.

This is a Hybrid role, where 50% of your time will be spent working from our Head Office in Hemel Hempstead, with the remaining time spent working from home. We are looking for candidates to be able to commit to a start date of the 8th May, 2024, if successful. 

For many this journey will start with you, so we are looking for people who are:
– Dedicated to give every one of our four million guests a great time with memories that last a lifetime.
– Passionate about delighting our guests and providing a seamless booking and post booking experience
– Consistently striving to be better – focused on achieving KPI’s.
– Focused on delivering excellent customer service
– Maintaining a lively positive attitude around the contact centre
– Confident, enthusiastic, and empathetic phone manner 

Your Opportunity:
To learn, develop and become an expert in a key area of the business by –
– Working as part of a multi skilled sales & customer services team, you will support our guests with the booking of their break, promoting upgrades, answering questions, taking payments & dealing with complaints.
– Demonstrating a thorough knowledge of all aspects of Haven’s operation and have a detailed knowledge of the Haven Holidays product.
– Supporting other areas of the business or tasks as required.

What we’d like you to bring:

– Previous customer service/call centre/contact centre experience is preferred however, not essential.
– Good listening skills, understanding our guest’s requirements
– Confident in making decision that support our guests and our business
– Be patient and have a problem-solving attitude
– Everything else will be taught by us!


Contact Centre is open 9am until 7pm Monday to Friday & 9am to 6pm on
Saturday & Sunday. Typical shifts are a mixture of 9am-5pm, 9am-5:30pm
to  9am-7pm, 11am to 7pm, 12.30pm-7pm shifts with two days off per week.
We also have a rolling 1 in 4 weekend off for our full time flexible advisors.

You will need to be fully flexibility during our opening times Monday – Friday
and Saturday and Sunday as a full-time flexi team member.

What’s In It For You?

– Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’ 
– Annual bonus 
– 20% discount on both Haven and Warner Hotels holiday for you, family and friends 
– Comprehensive wellbeing support 
– Access to the Bourne Leisure corporate box at the O2 Arena ,London 
– Exclusive discounts with corporate partners 
– Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees 
– Enhanced family friendly policies and pay (eligibility criteria applied) 

Who are we? 
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead. 
What’s it like to work with us? 
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves. 
We operate a hybrid working model, meaning 50% of your working week will be spent at the office.
What can you expect during the recruitment process? 
The process for this role includes an initial application screening, followed by a  telephone screening call.  If successful, you will then be invited to attend an Assessment Day on either the 3rd or 4th of January. More details regarding the Assessment Day can be discussed during the telephone screening call.

If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.  

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require.

We genuinely care about every candidate’s experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don’t hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.


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