The Role
Handle inbound guest enquiries by phone and computer booking systems, advise and book holidays, resolve problems with empathy, maintain accurate records, and work flexible shifts to deliver excellent guest experiences.
Summary Generated by Built In
Our Contact Centre is full of fun, passionate and forward-thinking individuals – all looking to make a difference to our guests. This isn’t just about answering calls! Our guests contact us with all sorts of enquiries – some to book their holiday with us, others may have a few questions about the resorts and what to do during their stay.
You will become an expert on everything needed to ensure every guest has the best time on their holiday and we will support you every step of the way. This isn’t a scripted contact centre role – we want you to bring yourself to work every day and love to see our team engage with our guests.
So, if you want a role where you Create Smiles, where you aren’t afraid to Get Stuck In and where the team genuinely Cares For Each Other – we think you’ll fit right in!
About You
If you love making a difference and think you have what it takes to excite our guests as they arrange their holidays with us, this could be the perfect role for you.
As a team who understand the importance of getting it right for every guest, we are looking for team members who will be willing to go the extra mile and ensure that we find the perfect holiday for every guest.
As a team who understand the importance of getting it right for every guest, we are looking for team members who will be willing to go the extra mile and ensure that we find the perfect holiday for every guest.
We are looking for someone with experience of working with customers or guests over the phone or in person. You don’t need to have worked in hospitality before as we will teach you everything you need to know about Butlin’s! We are much more interested in your mindset, personality, and ability to get stuck in and learn quickly.
Empathy and listening skills are really important to make sure we are able to offer a great experience, so you should be confident in these areas, being able to lead in engaging conversations in a great tone of voice.
Alongside being on the phone, you will be working on a computer and with some of our booking systems – you should therefore be confident using a computer.
Key Knowledge/Experience
- Experience in a contact centre or phone-based customer service role.
- Strong communication skills, both verbal and written.
- Ability to remain calm under pressure and think on your feet.
- Confident problem-solving skills with a solutions-focused mindset.
- Strong organisation and attention to detail.
- Commercial awareness and the ability to balance guest and business needs.
- Confidence using multiple systems and logging tools.
Shift Patterns
Our Contact Centre is open 9am until 9pm, 7 days a week. You will need flexibility during the week and weekend as a full-time member of the team, but we will always do our best to accommodate reasonable requests around shift patterns to fit around you. You will also have 4-6 weeks’ notice on your work patterns.
Typical shifts are a mixture of 9am-5.30pm, 9am-7pm, 12.30pm-9pm shifts with two days off per week.
About
Did you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, 'fun' is in our DNA, and we've been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things they'll say about working at Butlin's is our culture.As The Home of Entertainment, we pull out all the stops to provide our guests with an 'Altogether More Entertaining and Fun Break', from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!
Skills Required
- Experience in a contact centre or phone-based customer service role
- Strong verbal and written communication skills
- Empathy and strong listening skills to lead engaging conversations
- Ability to remain calm under pressure and think on your feet
- Confident problem-solving skills with a solutions-focused mindset
- Strong organisation and attention to detail
- Commercial awareness and ability to balance guest and business needs
- Confidence using a computer, booking systems, multiple systems and logging tools
- Flexibility to work evenings, weekends and changing shift patterns
- Willingness to learn company products and procedures
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The Company
What We Do
Butlin's is a prominent British holiday company established in 1936, renowned for providing family-focused seaside holidays and short breaks. Operating three major resorts in Minehead, Skegness, and Bognor Regis, the company offers a wide range of entertainment, activities, and accommodation options. With over 4,000 employees, Butlin's is dedicated to creating memorable experiences for millions of guests, maintaining its legacy as a leader in the UK staycation market.
