Guest Services Advisor; Customer Experience

Position: Guest Services Advisor (Customer Experience)
Location: West Thurrock

Guest Services Advisor (Customer Experience)

Purfleet, Essex | Permanent | Hybrid | £23,850 PA

Are you passionate about delivering outstanding customer experiences? Do you enjoy helping people and solving problems in a fast‑paced environment?

As a Guest Services Advisor (Customer Experience), you will be the first point of contact for guests, playing a vital role in ensuring every interaction is positive, professional, and memorable. This is a varied and rewarding role within a supportive, customer focused team where no two days are the same.

Key Responsibilities:

Act as the voice of the brand across multiple channels, including telephone, email, webchat, and social media

Manage a high volume of guest enquiries with efficiency, accuracy, and professionalism

Proactively contact guests to collect and confirm essential travel information

Resolve queries and issues with empathy, clear communication, and a solution focused approach

Work collaboratively with internal teams to ensure seamless guest journeys

Occasionally support operations at ports, airports, or onboard during special events

Skills & Experience:

Excellent written and verbal communication skills

Strong attention to detail and a high level of accuracy

A genuine customer first mindset and ability to remain calm under pressure

Confident problem solving skills and adaptability to changing priorities

Comfortable using email platforms, CRM systems, and Microsoft Office

A proactive team player who thrives in a collaborative environment

We welcome applications from candidates with experience in retail or hospitality customer facing roles

Car owner/driver desirable due to location

Working Arrangements:

Hybrid working: 3 days office‑based (Wednesday mandatory), 2 days remote

Monday–Friday, 09:00–17:30 (1 hour for lunch)

Occasional Saturdays:
Approximately 1 in 7 with a day off during the week

Participation in a 24‑hour emergency support rota (approx. 1 in 12 weeks, additional pay provided)

** Group Assessment Date:
Wednesday 4th February 2026 – Must be available to attend*
* This role is ideal for someone who enjoys variety, takes pride in delivering excellent customer service, and wants to be part of a supportive, customer focused team. If this is you, contact Julie or Aimee at One to One Personnel today on (phone number removed) or  or