Customer Service Representative – 10 Month FTC, Wolverhampton

Marston's PLC; Wolverhampton; On-site; GBP 22,000 - 26,000; Full time

Job summary

Marston's PLC is seeking a dedicated Customer Service professional to join their Contact Centre in Wolverhampton. You'll be responsible for ensuring exceptional guest experiences by managing bookings and queries for pubs and lodges through various channels. Ideal candidates will possess strong communication skills, a positive attitude, and a commitment to delivering first-class customer service.

Benefits

Apprenticeship programmes for training & development

30% off in Marston’s pubs

20% off accommodation with privilege card

Employee assistance programme with counselling sessions

Share save incentive scheme

Qualifications

• 2 years of Customer Service experience preferred.
• Experience in a contact center is desirable.
• Ability to maintain effective communication via live chat and email.

Responsibilities

• Building relationships with pub teams and managing sales orders.
• Handling guest bookings and inquiries across multiple channels.
• Ensuring accurate information capture to enhance guest experience.

Skills

Customer Service

Inbound Sales

Communication Skills

Problem Solving

CRM Tools

Teamwork

Tools

SAP

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 3rdparty 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