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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 really excels in customer service through inbound/outbound calls and other multi communication channels.
Provide an industry leading service to all customers that positively promotes 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.
Responsibilities include but are not limited to delivering sales & service for all business and leisure customers, gym members, corporate clients and travel agents.
You achieve this by;
Responding to all enquiries in a timely, confident & professional manner, displaying a clear & comprehensive knowledge of the hotels, their facilities and details, taking every opportunity to up sell & refer business at all times.
Ensure that all relevant customer information is captured accurately at first point of contact and is protected at all times to ensure that information gathering regulations are adhered to (GDPR, PCI).
Ensure that all communication is recorded effectively and relevant stakeholders are advised of action required.
Ensure all communication & correspondence is logged according to policy for each contact with a customer or member.
Support with the resolution of complaints/issues politely and swiftly ensuring the customer is fully communicated too on the steps to be taken and time scales. Ensure that the escalation process or referral to another department process is logged and followed if the customer contact is out of your spectrum of knowledge.
Carry out ad hoc administrative duties as required to fulfill each contact & those directed by your Team Leader for the business.
Ensure that all revenue opportunities are maximised and other targets are achieved in all communication with customers.
Maximise add on opportunities in subsequent customer contact.
Ensure the customer has a clear and transparent understanding of any terms and conditions connected with a booking .
Ensure that all relevant information for bookings is communicated to the hotel inline with company procedures.
To build and maintain close internal working relationships to ensure the successful delivery of the team objectives and targets. To support colleagues within the department and the wider team to achieve company targets
Key Performance Indicators:
Take ownership for your own KPIs including but not limited to sales, customer contact, quality and adherence.
Customer satisfaction reflected in positive feedback
Standard Operating Procedures are followed.
Acceptable levels of absenteeism
Excellent inter-departmental communication and co-operation
High morale within the Team and no issues with teamwork of all stakeholders.
Highly motivated self starter with a can do attitude
Track record of delivering both sales and service in a hospitality environment.
Passionate about becoming a product expert, actively acquire knowledge about the company and products
Excellent communication skills across all channel type
Must demonstrate flexibility to adapt to different work types
Capable of handling objections and negotiating with confidence
Work it, Live it, Love it! Here at Village Hotel Club we are all about embracing personality, individualism and fun. Forget stuffy hotels built around formality, pomp and ceremony. We create lively, modern spaces for our guests to work, eat, relax, play and exercise. With 32 fabulous hotels and leisure clubs across the UK and more opening soon, we rely on you to deliver service that puts us head and shoulders above the competition.
Join us and we can offer you benefits such as…
Competitive pay
Complimentary full leisure club membership for you and a family member or friend worth £1200
Discount on all overnight stays at Village Hotels
Up to 40% discount on food and drink at any Village Hotel
Excellent training and development
Cycle to work
Discounts and cashback offers on many high street brands
A range of well-being and healthcare benefits
Financial wellbeing - Salary Finance
Employee Assistance Programme
Flexible and home working opportunities
A fun, supportive and inclusive work environment with loads of development opportunities
Regular team events and incentives
Monthly well-being programme for all employees to support your mental health
Anniversary rewards for every year of service
Come and be part of something new & something special - Work It, Live It and Love It with Village Hotel Club!
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