Do you have a passion for delivering excellent guest service and looking for a new challenge? We have a fantastic full time opportunity for a Guest Care Representative to deliver excellent guest 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, including bank holidays but excluding Christmas Day. This role is Office Flexible, which means you will have the opportunity to have one working day per week from home. 

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!)   

On top of all this, we offer; a pension, 26 days paid holiday (FTE) private medical plan, and high-street shopping discounts. 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...  

• 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
• Confident call handling in a busy customer service environment or previous experience within a call centre is preferable

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 – 11.59pm on Tuesday 22nd April 2025