Job Description
Customer Service Advisor
Location - Loughborough
Hours - Full time Shift work (12hour shifts, 4 on - 4 off)
Salary - £11.44, DBS required
Brook Street have the pleasure of supporting a Customer Service Advisor Role in Loughborough
Front Office/Reception
1. Establish positive relationships with the residents, Res-Life Team, colleagues, suppliers and stakeholders
2. Provide excellent customer service through the operations of the reception services of the Village
3. Answer the village phones
4. Manage the initial contact with residents and visitors
5. Prepare and issue keys to residents
6. Check in all individuals and groups to the Village, ensuring that payments are received for all bookings in accordance with residential procedures
7. Liaise with and respond to resident queries in a friendly and efficient manner
8. Communicate with residents on a regular basis, by email or other methods
9. Conduct regular student surveys
10. Monitor and update front-office/reception systems and processes as required
Sales and Marketing
11. Track, record and report the source of sales enquiries
12. Respond promptly to prospective customer enquiries
13. Support the Sales team by passing on leads for group summer bookings, and administrating the booking once contracts are agreed
14. Conduct show rounds with prospective customers and their families
15. Manage booking enquiries from residents and visitors
16. Make outbound telephone sales calls
17. Update the sales database
18. Support the Village Manager or Sales team with sales and marketing planning
19. Record all feedback and forward to the appropriate personnel
Accommodation Administration
20. Process all applications and re-applications for the Village and enter onto the StarRez database
21. Administer the allocation of rooms
22. Update and maintain computerised records of residents
23. Conduct room inspections
24. Provide regular and ad hoc reports as required
25. Ensure the accurate maintenance of records relating to maintenance, Health and Safety and incidents in the Village
The ideal candidate will have strong customer service experience