Guest Care Representative - Social Media Team.

Do you have a passion for delivering excellent customer service and are looking for a new challenge?

We are actively recruiting for an experienced Guest Care Representative to join us on a permanent basis, who will have a passion for delivering excellent customer service to our internal and external customers, particularly when communicating via social media and able to show a real flair and desire to help people in a professional, yet remarkably personal and friendly way. 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 an Office Flexible role and with a base in our Birmingham city centre head office, you’ll be part of our friendly Guest Care Social Media team, reporting into our Guest Care Team Leader. You will be required to work an average of 35 hours a week across a variety of shifts Monday to Sunday, including Bank Holidays.

Join us at Mitchells & Butlers, the heart of hospitality. With over 1,600 sites we’re the home of some of the nation's favourite restaurants, bustling bars, cosy country pubs and the local you didn’t know we owned. Think of a brand for any occasion, we’re all about providing moments to remember. If you’re passionate about hospitality, we want to hear from you!

You’ll be well rewarded…

• 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!
• Friends & Family discount. What’s more, you can also choose FIVE of your nearest and dearest and sign them up to 20% family and friend’s discount.
• Never a dull moment - fun, laughs and lifelong friends!
• Annual Bonus Scheme – We’re all about rewarding the hard work everybody puts in 
• Buy up to an extra 2 weeks holiday – life is for living after all!
• Discounted travel passes, to help you get around

On top of all this, we offer a pension, 26 days paid holiday plus Bank Holidays in lieu; 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…..?

• Collaborating with a large team ensuring a high-quality guest experience but able to work independently
• Handling incoming public and private comments from our guests via our Facebook, Twitter and Instagram pages.  Handling incoming enquiries from both guests and our businesses in relation to complaints, enquiries and compliments via email and other online channels
• Capturing information accurately and asking the right questions to enable feedback to be investigated and responded to effectively
• Triaging feedback via online channels and emails and where feedback can’t be resolved, referring on to our pub/restaurant managers or internal experts
• Supporting all enquiries relevant to our businesses or promotions including gift card sales, app management and PR activities
• Providing administrative support using a wide range of applications for our pub/restaurant managers to facilitate 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 you’ll need:

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

• Previous social media monitoring or customer service experience in a busy customer service environment is essential
• Excellent written skills. Strong verbal and social communication skills, ability to adapt tone to various audiences within a variety of communication channels
• Ability to extract and record information accurately and summarise clearly
• Experience in written diplomacy e.g. when communicating with guests who are dissatisfied
• Confident in communicating policies and processes within the organisation to guests and colleagues
• Comfortable in absorbing varied information rapidly and adapting in a highly reactive environment
• Previous experience of working with Microsoft 365 applications and ability to learn new applications quickly
• Thrives in an immensely target driven environment
• Applies a high degree of organisation to the working day to complete the variety of assigned daily tasks

Closing Date - Due to the high level of applicants, this advert will close at 11.59pm on Saturday 1st June 2024 – please note applications may be reviewed prior to this date.