Customer Service Contact Centre Role at Marston's
If you have experience in a fast-paced Customer Service role and can navigate high-volume work streams, then Marston's could be the next step in your career!
The Contact Centre is the hub of the business, providing support to our pubs, hotel staff, and guests. Our guests contact us to discuss and place bookings within our lodges, pubs, and restaurants. It is essential to capture their requirements accurately to ensure the best guest experience. We communicate via multiple channels, including third-party websites.
In this role, you will build relationships with pub teams, process sales orders, and investigate order queries, ensuring accuracy and upselling opportunities while informing operators of current promotions.
This is a shift-based role covering 5 days out of 7, including bank holiday working.
About You
* Ready to listen and understand information to keep the guest at the heart of every decision.
* Bring your best self and be a positive influence on others.
* Maintain a positive, confident approach when facing challenges.
* Be proactive in addressing issues and striving for improvement.
* Celebrate everyone's uniqueness and help maximize team potential.
* Self-motivated, learn from setbacks, and focus on personal development.
* Stay accountable and committed to your promises.
Role Requirements
* Experience in delivering first-class Customer Service.
* Experience in Inbound Sales.
* 2 years of Contact Centre experience is desirable but not mandatory; training will be provided to the right candidate.
* Familiarity with CRM tools and SAAS systems, preferably SAP.
* Ability to communicate effectively via live chat and email.
* Excellent telephone manner and communication skills.
* Strong administrative skills, ability to work independently, and prioritize tasks.
* Friendly, approachable, and capable of handling difficult situations and complaints.
Previous experience in the pub/hospitality trade is advantageous.
Benefits
At Marston's, we prioritize our people, offering benefits such as:
* Apprenticeship programs for training and development at any career stage.
* Enhanced maternity and paternity leave (subject to service requirements).
* 30% discount in Marston's pubs and 20% off accommodation with our privilege card.
* Access to the Cheers Platform with discounts on various retailers.
* Share save incentive scheme.
* Employee assistance program, including wellbeing support, confidential helpline, counseling, and online services.
Join us with your personality and passion. We value authenticity and ambition. No matter your background, we welcome you and celebrate your individuality.
We look forward to what we can achieve together. #MarstonsWherePeopleMakePubs
#J-18808-Ljbffr