15 Oct
Village Hotels - Warrington Office
Warrington
Job description
Role Title : Contact Centre Sales and Service Advisor
Responsible for : N / A
Reporting to : Contact Centre Team Leader
Purpose of the Role :
To be a key part of a multi skilled team that really excels in customer service through inbound / outbound calls and other multi communication channels.
Provide an industry leading service to all customers that positively promotes the brand and Village values.
Manage Customer Service contacts across all channels including email, voice, chat, social media, travel agent portals and other digital channels.
Responsibilities include but are not limited to delivering sales & service for all business and leisure customers, gym members, corporate clients and travel agents.
You achieve this by;
Responding to all enquiries in a timely, confident & professional manner, displaying a clear & comprehensive knowledge of the hotels, their facilities and details, taking every opportunity to up sell & refer business at all times.
Ensure that all relevant customer information is captured accurately at first point of contact and is protected at all times to ensure that information gathering regulations are adhered to (GDPR, PCI).
Ensure that all communication is recorded effectively and relevant stakeholders are advised of action required.
Ensure all communication & correspondence is logged according to policy for each contact with a customer or member.
Support with the resolution of complaints / issues politely and swiftly ensuring the customer is fully communicated too on the steps to be taken and time scales.
Ensure that the escalation process or referral to another department process is logged and followed if the customer contact is out of your spectrum of knowledge.
Carry out ad hoc administrative duties as required to fulfill each contact & those directed by your Team Leader for the business.
Ensure that all revenue opportunities are maximised and other targets are achieved in all communication with customers.
Maximise add on opportunities in subsequent customer contact.
Ensure the customer has a clear and transparent understanding of any terms and conditions connected with a booking .
Ensure that all relevant information for bookings is communicated to the hotel inline with company procedures.
To build and maintain close internal working relationships to ensure the successful delivery of the team objectives and targets.
To support colleagues within the department and the wider team to achieve company targets
Key Performance Indicators :
Take ownership for your own KPIs including but not limited to sales, customer contact, quality and adherence.
Customer satisfaction reflected in positive feedback
Standard Operating Procedures are followed.
Acceptable levels of absenteeism
Excellent inter-departmental communication and co-operation
High morale within the Team and no issues with teamwork of all stakeholders.
Highly motivated self starter with a can do attitude
Track record of delivering both sales and service in a hospitality environment.
Passionate about becoming a product expert, actively acquire knowledge about the company and products
Excellent communication skills across all channel type
Exceptional eye for detail
Must demonstrate flexibility to adapt to different work types
Capable of handling objections and negotiating with confidence
Work, Grow, Play! Here at Village Hotel Club we are all about embracing personality, individualism and fun. Forget stuffy hotels built around formality, pomp and ceremony.
We create lively, modern spaces for our guests to work, eat, relax, play and exercise. With hotels and leisure clubs Aberdeen to Bournemouth and more opening soon, we rely on you to deliver service that puts us head and shoulders above the competition.
Join us and we can offer you benefits* such as
- Complimentary Health and Wellness Membership at your home Club for you and a family member / friend worth £1,500 a year.
- Discount on all overnight stays at Village Hotels,
meaning you can experience our hospitality from £35 with a friend and even grab an excellent breakfast.
- Friends and Family discounted stays from £49 including breakfast
- 50% discount on Food and Drink purchased on or off shift at any Village Hotel Pub & Grill
- 30% discount on and off shift in our Village Hotel Starbucks stores
- Excellent training and development including our Rising Stars and Talent Academy programmes
- A much more exciting way to train across several areas in the hotels, utilising our exciting Mobile Gaming training platform.
- Discounts and cashback offers on many High Street Brands and Supermarkets.
- A range of Well-being and Healthcare benefits and monthly well-being programmes for all employees to support your mental health
- Putting your Mental Wellbeing first with Mental Health first aiders and up to 2 mental health days to utilise annually.
- Financial wellbeing support and salary drawdown via Wagestream
- Access to our Employee Assistance Programme, offering support and counselling
- Flexible working hours
- A fun, supportive and inclusive work environment with regular team events
- Excellent Reward and Recognition Incentive schemes
- Anniversary rewards for key milestones of service
- Electric car salary sacrifice scheme
- Have your birthday off guaranteed
- Discounted Health Cash plan and Sick pay Insurance.
- A host of BIG People Days to celebrate, reward and recognise our wonderful employees and their local communities.
- Enhanced maternity and paternity benefits and pay
- Company Pension scheme
- Life Insurance
- T&C;’s apply based on your contract
Come and be part of something new & something special - Work, Grow & Play the Village way!
▶️ Sales & Service Advisor (Full time)
🖊️ Village Hotels - Warrington Office
📍 Warrington