Job Description

Our Support Centre is in Hemel Hempstead Herts we operate a hybrid working model and have 700 amazing team members across our support centre.



1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR

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Job Details

Product Support (Enterprise)

Hemel Hempstead (Hybrid - 3 days office / 2 days remote)

Permanent - Full Time

Annual salary + bonus and benefits

Bring your technical know-how and love of problem-solving to Haven's Digital team. As our Product Support (Enterprise) specialist, you'll sit at the heart of a product squad, keeping our Enterprise SaaS platforms stable, secure and ready for growth. You'll configure and administer tools, turn tickets into fixes, create clear documentation and training, and work with third-party vendors to keep things running smoothly. If you thrive on variety--one minute hands-on in an application, the next coaching colleagues or prepping a go-live--you'll feel right at home. Your impact will be felt across parks and head office alike, helping teams deliver brilliant experiences for our guests.

Your Opportunity

Provide day-to-day operational and technical support to an assigned product squad to ensure stability and success.

Configure, maintain and administer Enterprise SaaS platforms (users, workflows, housekeeping, integrations).

Own operational readiness for new/changed products through documentation, configuration and training.

Create, maintain and share product knowledge to strengthen Digital Operations (knowledge management).

Coordinate with 3rd-party suppliers and vendors to diagnose and resolve issues efficiently.

Support go-live activities and critical tasks to hit product deadlines.

Train park teams in the use of digital products and platforms to protect guest/park experience.

Monitor platform performance and help optimise stability across the product estate.

Contribute to incident management via ITSM/ticketing tools and agile sprint routines.

Champion continuous improvement across Digital-owned products and services.

What we'd like you to bring

Proven experience supporting SaaS products in a ticket-based environment.

Strong technical grounding in SaaS configuration, integrations and administration.

Clear, confident communicator--written and verbal--with a service-first mindset.

Track record of meeting agreed deadlines and working autonomously.

Experience creating, maintaining and training out product knowledge.

Comfortable collaborating with external vendors/partners to resolve technical issues.

Nice to have: experience with enterprise back-office SaaS, product-focused roles, Digital Operations, ITSM/incident processes, agile/sprint delivery, and project coordination.

What's In It For You?

25 Days Holiday + Bank Holidays + Holiday Buy Scheme Annual bonus 20% discount on both Haven and Warner Hotels holiday for you, family and friends Comprehensive wellbeing support Access to the Bourne Leisure corporate box at the O2 Arena ,London Exclusive discounts with corporate partners Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees Enhanced family friendly policies and pay (eligibility criteria applied)

Who are we?

We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.

What's it like to work with us?

Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.

We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process?

The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.