Sales Support Administrator - Haven
Sales Support Administrator - Maternity Cover
Haven, part of the Bourne Leisure Group, is a brand where the overall aim is about being an antidote for daily life for our holiday makers on our 38 parks, this is also true for Caravan Sales for our holiday home owners.
As a team, we support to deliver a set of crystal clear values, ensuring that all team members help to create amazing experiences and memories for our owners and holidaymakers.
We describe our team members, at all levels, as 'bright and breezy' people and you will need to have the right attitude for consistently living by dare to care, yes I can, keep it simple, make it fun and do the right thing. As a team we have a passion for ensuring that our holidaymakers and owners have the very best experiences whilst on park, but also throughout all communication prior to visiting, during and after their holiday. The aim is to deliver an effortless experience for our holidaymakers and owners, so they can relax and enjoy the lifestyle they envisaged prior to joining the owner community on park or prior to coming on holiday with us.
All our Team Members aim to deliver this at all times, enjoying working in a busy, fast paced, fun and challenging environment.
The Administration team are looking for a Sales Support Administrator who is organised, creative and methodical to ensure the internal information system is updated and to communicate with our guests via email in response to queries sent in.
As Sales Support Administrator, you’ll be responsible for:
•Providing quality customer service, utilising an excellent telephone manner and clear written communication to ensure that all parties are provided with necessary and relevant information.
•Maintaining and developing successful and professional working relationships with all customers and teams by providing a friendly and effective service at all times
•Ensuring the customer relationship database (Equalizer) is up to date and concurrent with all customer communication clearly logged and any outstanding actions task listed. Any enquiries logged, and full client contact details entered
•Providing full administrative support to our contact centre advisors for any amendments, changes and paperwork regarding bookings
•Walking the contact centre floor when required to support contact centre advisors and team leaders in answering advisor queries
•Ensuring third party reservations which are managed by the partnership sales team are correctly keyed onto the system and that request bookings are serviced immediately (within 24 hours) in line with our service level agreements
•Loading and reconciling credited awards from charities and other partners so that the contact centre team are able to effectively process all booking enquiries
•Monitoring the automatic payment collection system and contacting customers directly, where necessary, to ensure all details are current
•Supporting promotional newspaper and any other third-party bookings as required including loading details onto the booking system, sending confirmations and reconciling reports for bookings that are automatically loaded into the reservation system
•Supporting the commercial team in ensuring that free sell and allocation information is clearly communicated to and understood by all operators
•Working with the credit control team to ensure that bookings are loaded at the correct value, with the correct discounts and payment deadlines. To ensure that invoices and confirmations are sent when required and accounts are cleared within the contractual time deadlines
•Supporting the application support team in testing pricing and system set up before promotions go live for the business
•Assisting with system-based queries from the contact centre and escalating these to appropriate teams where necessary
•Completing reports to ensure system information is correct and contacting guests directly where necessary to update relevant information
•Responding to guest emails within our 48-hour service level agreement and ensuring that responses are accurate and the spelling and grammar is correct
•Responding to guests regarding pre-holiday complaints by telephone, email and post
•Administrating holiday gift vouchers directly with customers and ensuring these are recorded and processed correctly
•Supporting the groups and events team to ensure that all relevant customer information is loaded into the system 4 weeks prior to guest arrival
•Creating competition and press trip bookings for the PR, partnerships and guest insight team in line with terms and conditions provided by these teams
•Assisting the partnerships team with proof reading and checking brochure pages and promotional marketing information
•Administration of the Freedom Trail promotion including queries from the contact centre and guests directly. Ensuring correct information is sent to guests and guest data is sent safely and securely
•Role modelling the Breath of Fresh Air and keeping this in mind for all customer correspondence while also balancing the business needs
•Attending meetings with partners and/or visits to park as required
•Attend 121s with line manager and follow the appraisal process
•Ensuring that parks are aware of all our customers’ requirements and that they are aware of Bourne Leisure’s contractual obligations with partners from all sources
•Demonstrating a thorough knowledge of all aspects of the Bourne Leisure operation and have a details knowledge of the Haven Holidays product
•To support all other areas of the business and complete any other tasks as necessary.
What kind of person should you be:
•Methodical, organised, good with numbers and spreadsheets. Must be system and logic orientated
•High levels of attention to detail and accuracy
•Conscientious and able to use initiative
•A personality that loves, develops and promotes a fun and engaging environment whilst remaining calm and professional
•Have excellent system skills and a desire to learn
•Flexible and willing to take on new tasks to fit in with the needs of the business
•Be a role model of our culture and values
Bourne Leisure Head Office
1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR
Fixed Term Contract
30 October 2019
29 November 2019