Key Terms of Employment

Business: Lake District Estates
Terms: Permanent, part-time hours: 16-24 per week
Hours:  10am - 4pm, on a rota. Some weekend work will be required. Additional hours may be required to support at busy times and for holiday cover.
Pay: £11.64 an hour
Applications: Applications should be made by submitting your CV and cover letter to jobs@lakedistrictestates.co.uk

About the Job

We are expanding and have two permanent, part-time roles (20 hrs each, but we could be flexible between 16 - 24 hours), generally between 10am-4pm, on a rota. Some weekend work will be required. Additional hours may be required to support at busy times and for holiday cover.

Location: Hybrid working — based between your home and our office in Kendal, or on-site in one of our parks. You must be able to easily commute to our locations in Kendal and across Cumbria and north Lancashire.

As you might sometimes find yourself heading out of the office to visit parks, for meetings and training, applicants need to possess a full driving licence.

This is a varied role with key responsibilities being, but not limited to:

• Ensuring an excellent standard of customer service is provided at all times and that all customers are aided and supported with any questions and bookings.
• Receiving booking enquiries for Central Reservations.
• Receiving calls for all parks/attractions.
• Make outgoing calls as required.
• Making and processing holiday bookings for guests.
• Manage bookings/amendments/cancellations etc.
• Liaise with OTA’s (Online Travel Agents) as required.
• Process payments/refunds/cancellations as required.
• Respond to guest reviews as required.
• Respond to guest complaints and liaise with parks.
• Liaise with all other departments as required.
• Manage and update park/accommodation information as required.
• Attend meetings as required.
• Attend training as required.
• Undertake any other tasks required from time to time which may contribute towards the successful operation of the Central Reservations Office.
• Complete and update all administrative duties as required.
• Review pricing and undertake comparisons and correct where required.
• Support all parks with booking enquiries and payments.
• Liaise with allocated partner park.
• Liaise with park managers, reception teams and park teams to ensure excellent guest experience.

Reporting

The successful applicant will report to the Holiday Revenue and Yield Manager

Person Specification

• Previous experience working closely and successfully with customers.
• Strong proven customer experience skills, preferably within a call centre environment.
• Commercial acumen.
• Excellent communication skills, both written and verbal.
• Excellent attention to detail and a keen eye for accuracy.
• Sales and upselling experience.
• Strong interpersonal skills.
• Strong negotiation skills.
• Self-motivated driven by performance.
• Able to work under own initiative.
• Able to work to deadlines.
• Computer literate.

It’s also nice to have:

• Proven ability within a sales/service environment.
• Holiday letting experience.
• Have good geographical knowledge of the Lake District.

Staff Benefits

In addition to the above salary, the following benefits are provided:

• Death in service life assurance benefit of 2 x annual salary.*
• Enhanced employer pension contribution of 6% provided at least matched by the employee.*
• Company sick pay* - entitlement increases with length of service to a maximum of 3 months full pay, plus 3 months half pay for those with 24 months of service.
• Flexible working opportunities and family-friendly policies.
• Training and development opportunities.
• Employee wellbeing programme (in development).
• Pool car for business travel or business mileage paid at 45p per mile.
• 28 days annual leave (including bank holidays) increasing by 1 day per 5 years.

*Upon completion of a 3-month probationary period.

We also provide the following staff discounts:

• Free travel for immediate family on Ravenglass and Eskdale Railway and Ullswater 'Steamers'.
• Staff discounts in retail and café outlets.
• Discounted accommodation rates across the group including a friends and family rate.

About Lake District Estates

Lake District Estates is a dynamic and growing family-owned company incorporating several businesses, operating private holiday home ownership, self-catering holidays, residential and commercial lettings, retail outlets and heritage visitor attractions. The company's head office on Maude Street in Kendal provides support to the wider business, accommodating senior management, finance, marketing, human resources and property teams.