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Sales & Service Advisor (Full Time), Warrington
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Client:
Village Hotels - Warrington Office
Location:
Warrington, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
6edcbe246eab
Job Views:
7
Posted:
25.08.2025
Expiry Date:
09.10.2025
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Job Description:
Role Title: Contact Centre Sales and Service Advisor
Responsible for: N/A
Reporting to: Contact Centre Team Leader
Purpose of the Role:
* To be a key part of a multi-skilled team that excels in customer service through inbound/outbound calls and other communication channels.
* Provide industry-leading service to all customers, promoting the brand and Village values.
* Manage Customer Service contacts across all channels including email, voice, chat, social media, travel agent portals, and other digital channels.
* Deliver sales & service for all business and leisure customers, gym members, corporate clients, and travel agents.
You achieve this by:
* Responding to all enquiries promptly, confidently, and professionally, with comprehensive knowledge of hotels and facilities, upselling and referring business.
* Accurately capturing customer information at first contact, adhering to GDPR and PCI regulations.
* Recording communications effectively and informing relevant stakeholders.
* Logging all communication and correspondence per policy.
* Resolving complaints politely and swiftly, informing customers of steps and timelines, and escalating when necessary.
* Performing ad hoc administrative duties as directed.
* Maximising revenue opportunities and achieving targets.
* Identifying and maximising add-on opportunities in subsequent contacts.
* Ensuring customer understanding of booking terms and conditions.
* Communicating booking information to hotels per procedures.
* Building and maintaining internal relationships to achieve team objectives.
Key Performance Indicators:
* Ownership of KPIs including sales, customer contact, quality, and adherence.
* Customer satisfaction reflected in positive feedback.
* Following Standard Operating Procedures.
* Maintaining acceptable absenteeism levels.
* Effective inter-departmental communication and cooperation.
* High team morale and collaboration.
* Self-motivated with a positive attitude.
* Experience in sales and service in hospitality.
* Product knowledge and continuous learning.
* Excellent communication skills across channels.
* Attention to detail.
* Flexibility to adapt to different work types.
* Handling objections and negotiating confidently.
Work, Grow, Play! At Village Hotel Club, we embrace personality, individualism, and fun. We create lively, modern spaces for guests to work, eat, relax, play, and exercise. With hotels and leisure clubs from Aberdeen to Bournemouth, we rely on you to deliver exceptional service.
Join us and enjoy benefits such as free health and wellness memberships, discounts on stays and food, training programs, well-being support, flexible hours, a supportive environment, reward schemes, milestone rewards, pension, life insurance, and more. Terms and conditions apply.
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