Customer Service & Operations - Customer Relations Advisor - CR1

Customer Service & Operations - Customer Relations Advisor - CR1

Central Support Office - Newcastle, Central Support, Newcastle upon Tyne, United Kingdom

Job Description

At Parkdean Resorts, our guests are at the heart of everything we do - and our Customer Support Advisors play a vital role in ensuring every experience is a great one. We're looking for a confident, knowledgeable, and people-focused professional to join our team and act as a trusted link between our customers, park teams, and senior stakeholders.

In this advisory role, you'll bring sound judgement, strong relationship-building skills, and the ability to navigate complex or sensitive situations with professionalism and care. You'll help ensure our complaint handling processes are clear, consistent, and aligned with both regulatory standards and our commitment to exceptional service.

What you will be doing

• Be a key point of contact for daily customer communications, ensuring responses follow agreed service levels, policies, and best practice.
• Build and maintain strong relationships across customers, park teams, managers, and wider business stakeholders.
• Own cases from start to finish, providing timely updates and clear communication.
• Conduct initial investigations into customer issues and present findings to support informed decision making.
• Manage customer feedback and complaints through our designated systems, using good judgement when escalating issues.
• Maintain high standards of accuracy while managing a varied and fast paced workload.
• Work confidently under pressure, using sound judgement and maintaining a calm, customer first approach.
• Work closely with key third party partners such as Hoseasons, ABTOT, FCA, and NCC.
• Assist with the timely investigation and closure of compliance, legal, FCA, and DPA related cases.

About you

• Someone driven, goal oriented, and committed to delivering great outcomes.
• A natural problem solver with a solutions focused mindset.
• Positive, innovative, and forward thinking.
• Strong customer focus with a commitment to high service standards.
• An excellent communicator, both verbally and in writing.
• Self aware, adaptable, and confident working with others.
• A supportive team player with plenty of energy and motivation.

Benefits

• The chance to develop your skills and boost your career across our 65 parks - we've got your back when it comes to training!
• You're never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.
• A 50% discount for you and 25% discount for friends and family when booking your holiday with us.
• A team member discount of 30%, available on everything from fabulous food to delicious drinks and even our fun leisure activities.
• Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we've got deals on lots of brands just for you.

Legal and Equality Statements

Parkdean Resorts takes safeguarding seriously therefore background checks including DBS (or equivalent) will be carried out if appropriate.

We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests as part of the recruitment and assessment process, please contact Holly at