Contact Centre Advisor

Overview

Location: Park Holidays UK, Glovers House, Glovers End, Bexhill-On-Sea, East Sussex, TN39 5ES
Date: 14th December 2026 - The job will start on 18th January 2027
Time: 9:30 AM

What to Expect on the Day - This engaging day will give you an inside look at life at Park Holidays UK while allowing us to get to know you and your unique skills.

9:30 AM - Arrival:  Check-in, complete paperwork, and pick up your name badge. Be sure to bring your Right to Work documentation.  (Without this, access will not be granted).

9:45 AM - Welcome & Introduction:  Get an overview of Park Holidays UK’s mission and values, plus a brief video about our team, culture, and exciting guest-first approach.

10 AM - Recruitment Activities Begin:

Guest Interaction Role Play: Show your skills in a one-to-one, 10-15 minutes guest scenario. You’ll handle up to two questions, demonstrating your responsiveness and professionalism in a real-life context.

Brief Interview: Enjoy a relaxed, 10- 15 minutes conversation with our hiring manager to discuss your experience and excitement for the role.

Each activity will last about 15 minutes as you rotate through the different sessions.

We are looking for enthusiastic, guest-focused Contact Centre Advisors to join our team. As a key point of contact for our guests, you will play an important role in delivering exceptional service and support throughout their holiday journey.

Whether guests are looking to book a holiday, make changes to an existing booking, seek advice ahead of their stay, or require assistance during their holiday, you will provide friendly, knowledgeable, and professional support that helps create a positive and memorable experience.

Working as part of a supportive team, you will build confidence and trust with our guests, ensuring every interaction reflects our commitment to outstanding guest service.

Job Duties

• Deliver exceptional guest service across all channels, ensuring every interaction is friendly, professional, and helpful.
• Support guests with all aspects of their holiday journey, including booking holidays, amending existing reservations, making payments, adding extras, and providing information about our parks and facilities.
• Understand guests' individual needs and recommend the most suitable holiday options, accommodation, and services.
• Build rapport with guests, providing personalised support and guidance to help them make informed decisions about their holiday.
• Handle guest enquiries, concerns, and complaints with empathy, professionalism, and a commitment to finding the best possible resolution.
• Make outbound calls where appropriate to assist guests with balances, booking queries, holiday preparation, and follow-up requests.
• Liaise with park teams and other departments to ensure guest enquiries are resolved efficiently and accurately.
• Maintain up-to-date knowledge of our parks, accommodation, facilities, products, and promotions to provide accurate advice and recommendations.
• Visit parks when required to develop first-hand knowledge of the guest experience and holiday offering.
• Review and provide feedback on guest-facing communications and marketing materials to help ensure clarity and accuracy.
• Work in compliance with General Data Protection Regulations (GDPR) and Payment Card Industry Data Security Standard (PCI DSS) requirements.
• Support the onboarding and development of new team members when required.
• Attend training and development activities to continuously enhance your skills and product knowledge.

Requirements

• A genuine passion for delivering outstanding guest service.
• Excellent communication skills with the ability to build rapport and create positive guest experiences.
• Strong listening and questioning skills to fully understand guest needs and provide appropriate solutions.
• Confidence in assisting guests with bookings, holiday planning, amendments, and general enquiries.
• Ability to handle complaints and challenging situations calmly, professionally, and empathetically.
• Strong problem-solving skills and a desire to achieve positive outcomes for guests.
• Ability to work independently while contributing positively to a wider team.
• Flexible and adaptable approach to changing priorities and guest requirements.
• Good literacy, numeracy, and IT skills.
• Excellent attention to detail and organisational skills.
• Patience, resilience, and the ability to remain calm under pressure.
• A positive, friendly, and approachable manner.
• Commitment to learning and maintaining knowledge of our parks, products, and services.