For over 50 years we have been one of the UK’s most loved attractions. With over 700,000 guests in 2020, we are passionate about providing immersive experiences that bring family and friends together to create memories that will last a lifetime.
We’re an organisation driven by our core cultural values, which are to engage and inspire, put people first, take accountability, continuously improve and to act with integrity. We believe everyone who works at Longleat can subscribe to these values, and that they truly set us apart as a place to work.
What will this role of Bookings Team Member entail?
Reporting to the Guest Experience Management team and based in our Contact Centre, you will provide exceptional customer service by addressing queries and ensuring our guests satisfaction.
You will handle incoming calls, Longleat social media posts and emails, providing efficient and professional service in responding on behalf of the business.
A key aspect of this role is dealing with guest enquires in relation to the processing of all claims under the Longleat Ticket Protection Scheme. This involves liaising with guest’s and confirming refunds, as well as arranging for payments to be made through our Finance Team.
To deliver an outstanding guest experience to our guests, you will ensure an efficient, cheerful and courteous service is given to our guests responding via email, telephone or social media and feedback channels.
Key duties will include;
* Answering incoming guest telephone calls and emails, and respond to social media and live chat
* Take all incoming enquiries for the Longleat Ticket Protection Scheme and log claims
* Instruct Finance to make guest refunds under the Ticket Protection Scheme in a timely manner
* Engage with guests in a positive and engaging manner via phone call, email or social media
* Keep up to date on all Longleat products, services and pricing
* Process all aspects of bookings and enquiries
* Working with our booking system, ensure bookings are inputted as required including payments are taken in line with the Longleat policies
* Respond to and sharing Guest Feedback where necessary.
* Understanding and resolving Guest Complaints for the Longleat Brand
* Monitor Zendesk and Social media channels to ensure all guests are responded to within the Longleat brand standard SLA’s
What will I need?
You Will Have
* GCSE English and Maths to grade minimum C. (Essential)
* Experience of providing administrative support within a professional organisation dealing with internal and external clients
* Experience of working in a busy office environment with good MS Office skills, including Excel
* Excellent written organisational and time management skills with attention to detail
* Excellent organisational skills and ability to multi-task by being proactive and efficient
* A positive, friendly, confident and professional personality, including a great telephone manner and ability to build internal and external relationships
* Ability to work under pressure, whilst maintaining a positive and ‘can do’ attitude
* Guest focused with a genuine passion for delivering sensational service
* Excellent record keeping skills and attention to detail
* Discretion and an understanding of confidentiality issues
What will I receive in return?
We offer a range of attractive benefits that include;
* 29 days holiday inclusive of bank holidays.
* Unlimited free entry to Longleat for our employees
* Complimentary tickets to Longleat and Cheddar Gorge and Caves, 18 per annum pro rata
* 50% off Annual passes for Friends and Family
* Discounts on food and beverages and retail merchandise
* 20% off VIP Experiences, 10% off Accommodation
* Discretionary bonus scheme
* Employee Assistant Programme
* Employer contributory pension scheme
* Life assurance scheme
* Perks at work
* Range of flexible working schemes
* Great progression opportunities available.
* Gain an internal endorsement for re-hire of future vacancies
This is a permanent contract, working 40 hours per week. Working hours will vary over a 7 day rota basis, including weekends, evenings and bank holidays as required. The earliest start time is 8am, and the latest finish time is 8pm, varying in accordance with opening times.
Location: On Site - Longleat (Warminster, Wiltshire, BA12 7NW)
No agencies please.
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