Longleat is seeking a Bookings Team Member to join our team and help us continue our tradition of hiring engaged and productive employees.
With a core business of around 1 million guests every year, we are passionate about providing immersive experiences that bring family and friends together to create memories that will last a lifetime.
Based in our Contact Centre and reporting to the Operations Manager - Guest Experience, you will provide exceptional customer service by addressing queries and ensuring our guests satisfaction. You will handle incoming calls, social media posts and emails, providing efficient and professional service in responding on behalf of the business. A key aspect of this role is dealing with guest enquires in relation to the processing of all claims under the Longleat Ticket Protection Scheme. This involves liaising with guest’s and confirming refunds, as well as arranging for payments to be made through our Finance Team. You will also support in taking general enquiries for VIP, Accommodation and Education bookings as required, through the incoming communications channels.
Key duties will include:
1. Answering incoming guest telephone calls, emails, respond to social media and live chat.
2. Taking incoming enquiries for the Longleat Ticket Protection Scheme and logging claims.
3. Instruct Finance to make guest refunds under the Ticket Protection Scheme in a timely manner.
4. Engaging with guests and responding to all enquiries in a positive and engaging manner
5. Keeping up to date on all Longleat products, services and pricing
6. Monitoring the general email inboxes, responding where appropriate or forwarding on to the relevant member of staff
7. Working within Longleat brand standard SLA’S for guest response times.
8. Providing a guest focused service at all times ensuring that all work is completed to the highest standards of the brand.
9. Representing Longleat all times by being smart in appearance and presentable whilst behaving in an appropriate manner.
About you
10. GCSE English and Maths to grade minimum C. (Essential)
11. Experience of providing administrative support within a professional organisation
12. Experience of working in a busy office environment
13. Good MS Office skills, including Excel
14. Previous experience within the Leisure industry is desirable
15. Experience using Merac or similar booking system is desirable
16. Excellent written, organisational and time management skills with attention to detail
17. Proactive and efficient with the ability to multi-task and work under pressure
18. A positive, friendly and professional personality, with ability to build internal and external relationships
19. Guest focused with a genuine passion for delivering sensational service
20. Confident Communicator, including excellent telephone manner
21. Excellent record keeping skills and attention to detail
22. Ability to use initiative and an understanding of confidentiality issues
A little about us
At Longleat we offer a day out like no other, our guests are invited to step into the Thynn family home where they will find the finest example of Elizabethan Architecture. They are also immersed into the wild side, where they can visit over 120 species of animals by car, foot, train, bus, and boat.
With a core business of around 1 million guests every year, it is our goal always to provide unforgettable experiences that bring family and friends together to create memories that will last a lifetime.
Our values
At Longleat, we believe in engaging and inspiring our employees, putting people first, taking accountability, continuously improving, and acting with integrity. We invite everyone who works with us to subscribe to these values, as they truly set us apart as a place to work.
Why join the Longleat team?
In this unique work environment, you will be surrounded by historic landscapes and listed buildings, all whilst listening to our lions roar and wolves howl. You will even have the opportunity to visit our adorable Koalas and cheeky meerkats during your lunch break.
You will receive a rate of up to £11.44 per hour, in addition to a range of attractive benefits that include;
23. 29 days holiday inclusive of bank holidays, rising to 31 days at 5 years’ service.
24. Unlimited free entry to Longleat for our employees
25. Complimentary tickets to Longleat and Cheddar Gorge and Caves, 18 per annum pro rata
26. 50% off Annual passes for Friends and Family
27. Discounts on food and beverages and retail merchandise
28. 20% off VIP Experiences, 10% off Accommodation
29. Discretionary bonus scheme
30. Employee Assistant Programme
31. Employer contributory pension scheme
32. Life assurance scheme
33. Perks at work
34. Range of flexible working schemes
35. Great progression opportunities are available.
Your contact
We have available a permanent 40-hour contract working 5 days out of 7, including weekends, evenings and bank holidays as required. The earliest start time is 8 am and the latest finish time is 8 pm, varying in accordance with opening times. Positions available for immediate start pending successful medical sign-off.