A day in the life of Customer services - Amber Thompson - Lakelovers

A day in the life of Customer services – Amber Thompson

So lets hear from Amber Thompson who alongside her colleague Nic, is based in our Keswick office customer services

Amber, how long have you worked for Lakelovers and what attracted you to the role?

I have been working here for nearly 12 months, I started in August 2016. I applied for the job because I enjoy working in Customer Services. I have done similar roles before. I live locally and it is a lovely office to work in.

In one sentence how would you describe your role?

To help guests at all stages of their holiday. I can be involved in simply answering a straightforward query for a potential guest to helping  resolve a complex situation for an existing guest.

Describe a typical day for you?


Describe some of your most challenging situations and how do you and your colleagues go about dealing with it?


So how do you deal with these situations?


That sounds challenging.

Yes, my role is challenging and its part of the job. I have lots of support and my Office Supervisor and other colleagues are always on hand to help and advise and step in if need be.


What do you most like about the job?

The variety. Each day is different and I am always learning something new. There is never a dull moment and my colleagues are brilliant. I really enjoy my job. Being based in Keswick is great but I also enjoy being part of a bigger team in Windermere. Lakelovers are a very understanding and flexible employer. I am taking a few weeks off in November to get involved in some charity work overseas. You may hear more about this over the coming months and we’ll be letting you know what I am doing nearer the time.


What’s the most frustrating part of your job?

Guests will often press for answers straightaway. If my team can’t speak to owners within what the guest perceives to be a reasonable window of time it can inflame situations.


How do you think owners could help you and the holidaymaker?

We will always deal with things directly if we can but we sometimes do need to hear back from Owners to help clarify things and give the go ahead for us to offer alternatives or a quick answer to a dilemma. We want to do the best for owners and often the quicker we hear back from owners the better. That would really help a lot.


You sound very professional in your approach.

I think all the Sales and Customer services team are. We know how important it is to get things right and we want guests to come back year after year. Out team is always getting good feedback so we know we’re getting a lot right.


Amber thank you for a sharing a day in the life of a sales of Customer services advisor with us…

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