Helpdesk Agent

Chilled Pubs; Quarndon; On-site; GBP 40,000 - 60,000; Part time

Job summary

A local hospitality business in Quarndon is seeking a responsible individual to manage guest interactions effectively. This role emphasizes clear communication, dealing with complaints calmly, and handling reservations accurately. No prior helpdesk experience is necessary, though hospitality experience is a plus. Candidates should be ready to work flexible hours, including evenings and weekends, and respond to guest inquiries via multiple channels, including live chat and social media.

Qualifications

• No prior Helpdesk experience required, but hospitality or guest-facing experience is advantageous.

Responsibilities

• Communicate clearly and professionally in writing and over the phone.
• Accurately book, amend, and cancel reservations.
• Handle guest enquiries via live chat, email, and social media.
• Work evenings and weekends, with varying rotas.
• Provide holiday cover and potentially full-time hours for short periods.

Skills

Clear and professional communication

Reading emotional cues

Calm complaint handling

Good judgment in guest interactions

Job description

This role needs someone who takes personal responsibility for doing the job properly.

People Smart

You understand that tone matters as much as accuracy.

That means:

• Communicating clearly and professionally in writing and over the phone
• Reading emotional cues in guest messages and adjusting your approach accordingly
• Handling complaints calmly and confidently, without becoming defensive or dismissive
• You know when to reassure, when to apologise, and when to escalates - and you do so with good judgement.

Trust

Guests and teams rely on you to get things right.

That means

• Accurately booking, amending, and cancelling reservations
• Taking deposits for large party bookings (including phone-based bookings during peak periods)
• Handling guest data responsibly and following agreed processes

You will respond to guest enquiries via:

• Website live chat
• Email tickets
• Facebook & Instagram Messenger

You will:

• Work evenings and weekends, with rotas that may change week to week
• Be available to provide holiday cover, which may require full-time hours (up to 36 hours) for short periods
• Work from the office at The Joiners Arms

No prior Helpdesk experience is required, but hospitality or guest-facing experience is a strong advantage.