Caravan Club

About Caravan Club

Location: East Grinstead Job type: Permanent Responsible to: Site Operations Team Leader About the job: You'll be responsible for ensuring that the Club Sites Network within the agreed area is given the necessary support to operate safely, effectively and efficiently. You'll be working closely and effectively with other departments within the Club to achieve the right end results. Key Tasks/Accountabilities Support for Regional Managers: Support the RMs with day to day administrative management, acting as a first point of contact, filtering and disseminating information as and when required Identify urgent and important requests and take appropriate action Regular contact with site staff on behalf of RMs to facilitate effective communication Support for site staff: Provide general support to site staff, signposting to other areas of the business and feeding back to Head Office as appropriate Assist site staff to deal with specific issues e.g. flooding, safeguarding, unwanted behaviour Provide advice and support on booking queries Advise site staff on application of site rules and policies First-line support to site staff on day to day operational issues. Information Management: Communicate site-related information and updates to Site Ops colleagues and other departments Coordinate with the Publishing team on-site publications Communicate with relevant colleagues to make members/guests aware of temporary changes e.g. local events, roadworks etc. Regular checking with site staff to ensure site descriptions and images on website homepages are up-to-date and relevant Liaise with site staff and social media team to ensure that any newsworthy items from sites are fed through to them on a regular basis. Procurement: Assist with ordering and distribution of any necessary supplies requested by the site teams or for the Site Network as necessary Support the Site Network with agreed supplier information, acting as a channel for information between parties, including liaison with contractors for scheduled and ad hoc visits Liaise with the Purchasing Department and other Financial Teams on all matters relating to site procurement, accounts payable, accounts receivable and workflow approval Deal with invoice queries, liaising with the sites and Regional Manager as necessary Support where required with relevant tendering process for new contracts Process, maintain and monitor relevant reports, statistics and documents. Customers: Deal with routine customer queries and complaints by email, in writing or on the phone, referring more complex issues upward as necessary Ensure all complaints are resolved within agreed Service Level Agreements Support the Customer Resolution Manager with logging, monitoring and resolving more complex issues Contact members/guests to inform of issues affecting their stay (eg site closures, pitch changes, disruption in the area etc) Assist with early departure queries. General: Provide ad-hoc cover within Site Operations Team for holiday relief/other absence Cross-training as required to ensure continuity Provide additional assistance and support where required for special tasks and projects Become familiar with sites in own/different regions, which may require visits including overnight stays Attend regional exhibitions/shows, including overnight stays Participate in site staff training, including overnight stays when relevant Be prepared to work over and above contracted hours as and when reasonably required. Essential Skills & Experience Required: Experience of dealing with member queries and complaints, both verbally and written in a fast-paced operational environment Ability to act both reactively and proactively Liaising with colleagues within team, inter Club departments and industry-related suppliers Able to work autonomously and organise own workload SAP system knowledge to be able to advise and support site staff on a number of issues Ability to use GSuite – docs, sheets, slides in addition to Word, Excel and PowerPoint Attention to detail Flexibility and aptitude to work to deadlines and to react to dynamic workload Able to participate as a full team player and contribute effectively

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