Customer Service Representative - 10 Month FTC

MGS - Customer Services; Wolverhampton; On-site; GBP 22,000 - 26,000; Full time

Job summary

Join a leading hospitality company as part of a dynamic Customer Service team in Wolverhampton. You will support pub and hotel teams by handling bookings and ensuring an exceptional guest experience through sales processing and effective communication. Bring your positive attitude and customer service expertise to a role that values your growth and development.

Benefits

Apprenticeship programmes

Enhanced Maternity & Paternity Leave

30% off in Marston's pubs

Share save incentive scheme

Employee assistance programme

Qualifications

• Experience in delivering first-class customer service.
• 2 years Contact Centre experience preferred but training is available.
• Ability to communicate effectively via live chat and email.

Responsibilities

• Build relationships with pub teams and process sales orders.
• Investigate order queries on behalf of pubs.
• Upsell and inform about current promotions.

Skills

Customer Service

Inbound Sales

Communication

Administration

Tools

SAP

CRM tools

Job description

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 path!

The Contact Centre is the hub of the business, providing support to our pubs and hotel staff as well as our new and existing guests. Our guests contact us to discuss and place bookings within our lodges, pubs and restaurants and it is essential you capture their requirements accurately to ensure we provide the best guest experience possible. We communicate with our guests over multiple channels including 3 rd party websites.

Within this role you will be building relationships with our pub teams, processing sales orders and investigating order queries on behalf of our pubs. Whilst ensuring complete accuracy and maximising the opportunity to upsell and inform our operators of our current promotions.

This is an shift based role covering 5 days out of 7 and will include bank holiday working.

About you

• Ready to listen and understand the information around you to keep the guest at the heart of every single decision we make.
• Bring the best version of you to our team and endeavour to be a positive influence on others.
• Have a positive can do attitude with the ability to maintain a positive and confident approach when facing challenges or obstacles.
• Be brave enough to call things out with the intention of moving us forward. Never settling for average and always striving to be better.
• You will join us in celebrating everyone's unique selves and help maximise our teams' potential.
• You will be a self-motivated individual that can learn from challenges and setbacks.
• Focussed on your own development and proactively seek out opportunities to improve your skillset
• Remain focused on what you promised to deliver. Being accountable for our actions and staying on track

Requirements for the Role

• Demonstrate experience in delivering first class Customer Service
• Inbound Sales
• 2 years Contact Centre experience - desirable but we are keen to train the right person!
• Use of CRM tools and SAAS systems, preferably SAP
• Deliver a high standard of communication via Live chat and email
• Excellent telephone manner and effective communication skills
• An experienced administrator with the ability to work on your own initiative and prioritise tasks
• Friendly and approachable with the ability to deal effectively with difficult situations and complaints

Previous experience of working within the pub / hospitality trade would be an advantage

What you get from us

At Marston's we put our people first, which is why we offer real benefits alongside the expected, these include:

• Apprenticeship programmes- offering training & development at any stage of your career
• Enhanced Maternity & Paternity Leave(Subject to 26 weeks service at 15 weeks prior to EWC)
• 30% off in Marston's pubs and 20% off accommodation through our privilege card
• Marston's Cheers Platform (discounts on many high street and online major retailers)
• Share save incentive scheme
• Employee assistance programme-including various wellbeing support services, a completely confidential 24/7 helpline, up to 6 counselling sessions and more online services

Come as you are. Personality and passion are so important. No judgement on where you've come from, or your story to date, just a need for the right attitude and an ambition that matches ours. We'll accept you and celebrate you for being you.

We can't wait to see what we can make happen together. #MarstonsWherePeopleMakePubs