Guest Relations Advisor - Guest Relations, Burton Upon Trent

Recruiter
Greene King
Location
Burton-on-Trent
Posted
03 Sep 2017
Closes
24 Oct 2017
Contract Type
Full Time

This is an ideal role for a customer service focused individual who is determined to deliver a first class Guest Relations, efficiently handling and resolving enquiries and complaints via a variety of platforms including social media forums.

Key responsibilities include:

  • To deliver exceptional customer service and make genuine connections with both external Guests and internal stakeholders across all feedback channels including voice and social media as well as face to face.
  • Understand the Guest requirements and identify the best resolution in line with Business process and procedures.
  • To positively communicate Greene King business processes to our Guests, both internal and external.
  • Meet departmental objectives/targets in line with Service Level Agreements
  • Utilise the information available to achieve timely resolutions and assist with the sharing of knowledge within the team.
  • Demonstrate a proactive approach to your own personal development and take ownership of working on any development areas/skills gaps.
  • To meet Guest demands by working on other activities as required by the Guest Services Team Leader or Guest Services Manager.

About you:

  • Have the ability to listen and respond to Guests providing a quality driven service
  • Experience of working within a fast paced and changeable environment
  • Ability to communicate clearly and concisely on the telephone and in writing, a natural conversationalist with strong diplomacy skills
  • Crisis identification and handling capability
  • Problem solving skills
  • Ability to focus and work to agreed objectives while constantly striving to exceed targets
  • Able to work in a team by demonstrating flexibility, a fun attitude and sense of humour
  • Experience and understanding from a professional capacity of using Social Networks and review sites – particularly Facebook, Twitter and Trip Advisor
  • Ability to interpret and understand the likely impact of an online conversation and comment thread
  • Experience using Social Media Monitoring and Management tools is an advantage
  • Familiarity of Data Protection considerations for Greene King and its Guests
  • Competent user of IT systems including excel, word and e-mail systems
  • English and Maths G.C.S.E

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Location: Burton Upon Trent, UK

Reference Code 972952