New Year, New Me… New Role? Do you have a passion for delivering excellent customer service and looking for a fresh start this January?

Then look no further as we have a fantastic 9-month opportunity for a Guest Care Representative to deliver excellent customer service on the telephone. You will be acting as a first point of contact for all our guests across our pubs & restaurants across a variety of channels and ensuring feedback is captured accurately and resolved in good time.

Working in our Birmingham City Centre Head Office, you’ll be part of our friendly Guest Care Telephone team and you will be required to work 5 days a week, these days may include Saturday and Sunday, covering a variety of shifts.

What’s in it for me?

·        Love eating out? You'll love it even more with a massive 33% discount across all our brands, so whether its date night at Miller & Carter or family roast at Toby Carvery we’ve got you covered.  

·        Never a dull moment - fun, laughs and lifelong friends! 

·        Payday social – Held in our office bar (Yes, we have a bar in the office!)   

·        Annual Bonus Scheme – We’re all about rewarding the hard work everybody puts in.  

On top of all this, we offer; a pension, 26 days paid holiday, private medical plan, high-street shopping discounts; and we even give you free shares! There's also a free employee helpline- to support you with whatever life throws at you.

What will I be doing?

·        Handling incoming telephone calls and making outbound calls to both guests and our Businesses

·        Capturing information accurately enabling feedback to be investigated and responded to effectively

·        Handling feedback via online channels and emails and where feedback can’t be resolved at source, referring on to our pub/restaurant managers or internal experts

·        Providing administrative support to our pub/restaurant managers in facilitating feedback resolution 

·        Working within agreed timescales, ensuring our guests and internal customers receive prompt and flawless service

·        Complying with Data Protection legislation at all times with the correct treatment of personal information being of utmost importance

What do I need?

Just like our brands, our teams are diverse. You’ll need...  

·        Previous experience within a call centre and confident call handling in a busy customer service environment is essential

·        Experience in complaint handling including negotiating complaint resolution

·        Proven track record in planning & prioritising in a highly reactive environment

·        Strong verbal and social communication skills, ability to adapt tone to various audiences within a variety of communication channels

*Please note, this vacancy will be advertised over the Christmas season and we will be in touch in January with an update on your application.  

Working at the home of hospitality (our Head Office), you may not be serving our guests, but your support will put smiles on our guests and teams faces. We’re all about having fun and creating moments to remember across the nation, our head office is no different. 

Closing Date - Midnight, 9th January 2022