Membership Services Agent

Ennismore; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits at a forward-thinking company that has recently launched a unique global Membership programme. This role involves delivering outstanding service to Members, ensuring high levels of customer satisfaction, and being part of a dynamic team. You will engage with Members through various channels, manage bookings, and collaborate with hotel teams worldwide. The position is office-based, offering a structured 40-hour work week. Join a passionate team committed to creating exceptional hospitality experiences and enjoy a range of benefits that support your wellbeing and professional growth.

Benefits

33 days holiday

Pension and life insurance

Health cash plan

Retail and hospitality perks

Excellent discounts

Extra time off to volunteer

Cycle to work scheme

Enhanced Family Leave

Competitive package

Opportunities for development

Qualifications

• High level of verbal and written communication skills required.
• Experience in customer service is essential for this role.

Responsibilities

• Handle Member enquiries and issues via email and chat.
• Maintain rapport with hotel teams globally.
• Ensure high standards of hospitality and service.

Skills

Verbal Communication

Written Communication

Customer Service Experience

Organizational Skills

Problem Solving

Attention to Detail

Ability to Learn Quickly

Teamwork

Multilingual Skills

Job description

In Summer 2023 Ennismore launched a global Membership programme – Dis-loyalty - to provide guests with the opportunity to be part of a loyalty programme like no other. This role is an exciting opportunity to grow with a team that will provide an outstanding service to our Members and to be part of shaping an exciting new initiative.

Your purpose: To provide naturally friendly, helpful, and responsive level of service to our Members and ensure high levels of customer service and operational excellence at all times.

Job Description

What you will be doing:

• Dealing with Member enquiries and issues via email and online chat
• Building and maintaining a good rapport with hotel teams across the globe
• Customer focused at all times to ensure high standards of hospitality and Member service
• Making bookings on behalf of Members
• Undertake any other reasonable requests from management

What we are looking for:

• High level of verbal and written communication skills
• Experience of working in a customer service capacity
• Knowledge of hospitality is preferred but not essential
• Previous experience of working in a Customer/Guest Service centre role is desirable but not essential
• Since we’re global several speaking additional languages is an advantage
• You execute. You get things done.
• You are scarily organised with incredible attention to detail
• You take ownership, solve issues and make effective decisions within a team
• You are all about a positive impact on the people you interact with, whether it is your team or our guests
• You want to be part of a team that works hard, supports each other and has fun along the way
• You are not precious, we leave our egos at the door and help to get stuff done
• Ability to learn quickly, think on your feet and adapt to Ennismore’s unique culture

Workplace:

• This is an office-based role

Working Hours:

• This role is rota based working a 40-hour week over 5 days on 8 hours shifts comprised between 7AM and 11PM

Additional Information

What’s in it for you:

• 33 days holiday, pension and life insurance
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing
• Treat yourself with lots of retail & hospitality perks through our partners
• Excellent discounts across the entire Ennismore family for you and your nearest and dearest (even after you leave!)
• Extra time off to volunteer with one of our partner charities
• Cycle to work scheme
• Enhanced Family Leave
• The opportunity to bring an exciting hospitality concepts to market and have a real impact on its success.
• Join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and building a portfolio of brands.
• Great discounts across the entire Ennismore family (which you get to keep even if you decide to leave us!)
• A competitive package and plenty of opportunity for development.