Guest Solutions Manager

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Guest Solutions Manager

Department: Commercial & Marketing - Contact Centre

Employment Type: Permanent - Full Time

Location: Hemel Hempstead

Description

At Butlin's, we know that how we respond when things go wrong matters just as much as everything that goes right. The Guest Solutions Manager leads a team dedicated to being there for our guests at those moments - whether that's a family on resort who needs help during their break, or a guest who returns home frustrated and deserves to be heard.

This role is about turning difficult experiences into positive outcomes - resolving complaints with genuine care, restoring confidence in Butlin's, and leaving every guest feeling valued enough to come back. Leading a team of Team Leaders, advisors and complaint specialists, you will set the standard for outstanding guest resolution and ensure that every interaction, at every stage of the journey, reflects the very best of Butlin's.

Key Responsibilities

Leadership & Team Management

• Lead, coach and develop two Guest Solutions Team Leaders and their respective advisor teams, ensuring consistent performance, engagement and wellbeing across the department.
• Provide direct line management to the five Guest Solutions Complaint Team Members based in Hemel Hempstead, who respond to written complaints, supporting their development and day-to-day resolution work.
• Conduct regular 1-2-1s and team performance reviews, setting clear objectives and providing meaningful, ongoing feedback.
• Foster a positive, high-performance culture built on empathy, accountability and continuous improvement.

Complaint Handling & Escalation

• Take personal ownership of escalated complaints, CEO-level complaints and legal letters, responding in a positive, empathetic and on-brand manner that exceeds guest expectations and addresses root causes.
• Liaise directly with Butlin's legal advisor on legal correspondence, ensuring responses are timely, accurate and appropriately managed.
• Work collaboratively with audit teams and other Butlin's teams on complaint-related matters, ensuring a joined-up and consistent approach.
• Oversee the full guest complaint journey - from on-resort telephony calls during a guest's stay through to post-break written resolution via email, letter and other channels.

Performance, Resource & Reporting

• Oversee daily workload allocation across all teams, ensuring SLAs and KPIs are consistently achieved across both call and email channels.
• Work in close partnership with the Forecast Planning team to ensure the right volume of resource is in place to meet anticipated call and email demand.
• Produce timely, insightful complaint data and trend analysis for the business, highlighting key themes, root causes and recommendations for improvement.
• Complete regular call and email quality assessments across the department, delivering coaching and feedback to Team Leaders to maintain high standards.

Stakeholder & Resort Relationships

• Build strong, collaborative relationships with Resort Guest Services Managers and Resort Resolvers, visiting resort teams regularly to maintain alignment and share best practice.
• Work closely with the Sales & Service Manager and the Head of Guest Experience, providing regular updates, insight and recommendations.
• Champion the voice of the guest across the business, using complaint insight to influence operational improvements and guest experience strategy.

Systems & Compliance

• Own and manage the feedback recording system used across resorts and the Hemel support centre, including user management, supplier relationships and implementation of improvements.
• Complete all Data Protection and Subject Access Requests received by Butlin's in a timely and compliant manner.

Skills, Knowledge and Expertise

Essential

• Proven experience managing a customer service or complaints team, including team leaders and advisors.
• Strong complaint handling skills, including escalated, CEO-level and legally sensitive cases.
• Excellent written and verbal communication skills with a keen eye for detail.
• Able to analyse complaint data, spot trends and present clear insight to the business.
• Calm, organised and resilient in a fast-paced environment with competing priorities.
• Proficient in Microsoft Word, Excel and Outlook.
• Working knowledge of Data Protection legislation and Subject Access Request processes.

Desirable

• Experience across multi-channel contact centre operations (telephone, email, letter, social media).
• Familiarity with complaint or feedback management systems.
• Background in leisure, hospitality or tourism.

Key Behaviours & Values

• Empathy - able to see situations from the guest's perspective and adapt approach accordingly.
• Optimism - maintains a positive mindset, learns from setbacks and motivates those around them.
• Drive & Action - proactive and solution-focused, takes ownership and delivers results.
• Caring - treats guests and colleagues as they would want their own family to be treated.
• Credibility - confident and articulate, able to engage with stakeholders at all levels with clarity and professionalism.