Customer Service Representative

What we are offering

• Staff training and development
• Great culture with staff fun days
• Staff Uniform and all safety equipment provided
• Free car parking on site
• Staff discount on activities including staff cable sessions (off-peak times only)
• Opportunities to progress within the company

Job Summary

Offering excellent customer services, both front facing and via email, telephone to all resort visitors is essential. Liaising with various departments, encouraging sales, providing first point of contact in terms of telephone and online channels such as email and Facebook. You will assist with maintaining and delivering the administration element of group packages and will also meet and greet groups on site for their activities and overnight stays, liaising with Accommodation. You will assist customers with their bookings and in making their visit the best experience it can be!

Work closely with the operations team in passing on all information for group booking including any special requests. You will work within the customer services team, which also includes Aquapark reception. You will assist with all customers ensuring their visit is the best experience it can be!

Key responsibilities

• Handle group booking queries via e-mail and telephone and finalise packages unique to each group which will include activities, spa, accommodation and food.
• Proactively contact customers via telephone to upsell packages when required.
• Respond to high volume of pre-sales and after-sales emails.
• Respond to queries via email and other online channels.
• Answer all calls and emails in a positive, professional, and timely manner ensuring details of customer orders, enquiries or complaints are logged.
• Stay up to date with all offers and packages outlined by the events and marketing department.
• Record and resolve customer complaints and any other potential issues, ensuring the customer and management are kept updated.
• Pay attention to detail, ensuring the best customer service is delivered to each valued customer.
• Explaining the operating procedures to customers in a clear and friendly manner so that it’s easy for them to understand and have a great time!
• Providing great customer service to guests dealing queries and requests.
• Thoroughly understand and adhere to proper credit card and cash handling policies and procedures.
• Cross selling additional products and services to customers.

This is not an exhaustive list of duties and responsibilities but will evolve and change depending on business needs.

Essential Criteria

• Proven customer service or hospitality experience in the past 2 years
• At least one year’s experience dealing with group bookings and parties
• A high standard of both spoken and written English with good numeracy and vocabulary skills
• Computer literate with experience of using Microsoft Office packages
• Excellent listening and verbal communication skills
• Excellent planning, prioritising, organising and multi-tasking
• Be able to work under pressure with a self-motivated attitude
• Ability to approach and engage with customers in a friendly and professional manner
• Strong persuasive skills to effectively communicate products to customers
• Ability to work independently and as part of a team
• Flexibility both in duties within your team and in hours of work to ensure that business needs are met
• Eligibility to work in the UK
• Flexibility to work day, evening or weekend shifts
• To work in Reception – you must enjoy working outside in a hands-on role

How to apply

If you feel you meet the criteria and are looking for a new challenge, we would love to hear from you.

Please submit your CV and cover letter, detailing how you meet the criteria to [Employer hidden — sign up to reveal]

Closing Date: Monday 11th May 2026 at 1200PM