Overview
Position: Complaints Handler
Type: Full-Time / Permanent
Pay Rates: Up to £12.21 per hour depending on age
Join our One Great Team here at Haven as a Complaints Handler, where you’ll be the heart and soul of a stress-free experience for our guests and owners, making their stay with us feel extra special!
As a key member of our Guest Experience Team, you’ll connect directly with guests and owners, ensuring they feel welcome, valued, and fully supported throughout their stay. From warm greetings to handling challenges with a smile, you’ll help make every moment enjoyable and worry-free. Whether it’s addressing concerns or going above and beyond to create a seamless experience, your efforts will leave a lasting impression on our guests.
Key Responsibilities
– Be the welcoming first point of contact for our guests and owners, addressing any questions or concerns with attentiveness and care.
– Take a thoughtful approach to complaints. Investigate issues thoroughly, document important details, and provide tailored solutions that fit each unique situation.
– Resolve and handle complaints with professionalism, escalating to the appropriate team when needed to ensure a swift and effective resolution.
– Follow up on resolved concerns with check-in calls, confirming guests’ satisfaction and reinforcing our commitment to exceptional service.
– Work together with the broader Guest Experience team to deliver a seamless, unforgettable experience for all guests and owners.
Requirements
– Previous experience as a Complaints Handler or in a similar role in guest relations or customer service.
– Customer focused with a passion for working with people.
– Can actively listen, communicate clearly, and maintain a professional, friendly manner.
– Ability to handle challenges or guest complaints with patience, tact, and efficiency.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
