Contact Centre Advisor - Remote Working

    Do you have previous Contact Centre and Customer Service experience and are looking for a role which you can do from home?

    If this sounds like you then we would love to hear from you, we are looking for Contact Centre Advisors to join our Haven Contact Centre team and to handle incoming guest enquiries received via the telephone, email, social media and online sales platforms.

    Until we can re-open our Contact Centre at the office, you will be based from your own home and calls will be diverted through to you using an online system. You will need working internet access from home and we will provide you with the equipment you need as well as full training and remote IT support will be available to help get you set up.

    A quiet place to work whilst taking calls is required in order to provide a professional service to guests without interruption.

    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 to choose the holiday that's perfect for them. You will be excellent at building relationships with our guests and ensuring they receive a 'Breath of Fresh Air' Experience in line with our Haven Culture.

    For many this journey will start with you, so we are looking for people 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
    Focused on delivering excellent customer service
    Maintaining a positive attitude around the contact centre 
    Confident, enthusiastic and empathetic phone manner 

    Your working hours: 

    Full Time annualised hours – Flexibility is very important as our operating hours are Monday to Sunday 9am to 9pm.  

    Our Contact Centre is a thriving hub at our offices in Hemel but due to Covid-19, we are all working remotely from home for the time being.  We hope to be able to return to working from the office in the not too distant future and until then the Contact Centre Teams will continue to work remotely.   

    You will need to be able to work in our Contact Centre in Hemel Hempstead once we are able to return.

    What skills you will need: 
    Previous customer service experience is preferred however, not essential. 
    Good listening skills, understanding our guests requirements 
    Confident in making decisions that support our guests and our business 
    Be patient and have a problem solving attitude
    Self motivated to complete targets and tasks without supervision
    Good IT skills and able to use online database systems and work remotely
    Ability to work on an individual basis and as part of a team
    Everything else will be taught by us! 

    How do we look after our people: 
    20% team member discount across Haven Holidays, Warner Leisure Hotels and Butlin’s for you, your family and friends
    Fun working environment with free tea, coffee, fruit and snacks
    Breakout areas for you to relax in during your break times
    Onsite discounted restaurant offering hot and cold food
    Company events: Christmas Party, Brand celebrations and fun days.
    Quarterly incentives for all the team based on KPIs as well as adhoc incentives and games.
    Reward and recognition schemes including long service and team member of the month.
    Externally recognised qualifications to give you the opportunity to develop and progress.
    22 days holiday increasing to 25 days after 2 years’ service
    Government and company pension scheme


    Bourne Leisure Head Office


    1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR



    Employment Status


    Employment Type


    Effective Date

    26 June 2020

    Expiration Date

    8 July 2020

    Coronavirus Guidance

    At this difficult time, we are focused on looking after our team and guests, but we hope to return to normality soon.
    If you have applied for a vacancy recently we will be in touch as soon as we have an update for you.
    In the meantime why not follow our Bourne Leisure Ltd LinkedIn page and our Facebook careers pages – Bourne Careers, Haven Careers, Butlins Careers and Warner Leisure Hotels Careers.
    Best Wishes
    Bourne Resourcing Team