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Role Title: Contact Centre Sales and Service Advisor
Reporting to: Contact Centre Team Leader
Purpose of the Role:
To be a key part of a multi-skilled team that 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:
1. Delivering sales & service for all business and leisure customers, gym members, corporate clients, and travel agents.
2. 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 upsell & refer business at all times.
3. Ensuring that all relevant customer information is captured accurately at the first point of contact and is protected to ensure adherence to information gathering regulations (GDPR, PCI).
4. Logging all communication & correspondence according to policy for each contact with a customer or member.
5. Supporting the resolution of complaints/issues politely and swiftly, ensuring the customer is fully communicated with on the steps to be taken and time scales.
6. Carrying out ad hoc administrative duties as required to fulfill each contact & those directed by your Team Leader.
7. Maximising revenue opportunities and achieving targets in all communication with customers.
8. Ensuring the customer has a clear understanding of any terms and conditions connected with a booking.
9. Communicating all relevant information for bookings to the hotel in line with company procedures.
10. Building and maintaining close internal working relationships to ensure the successful delivery of team objectives and targets.
Key Performance Indicators:
1. Ownership of KPIs including sales, customer contact, quality, and adherence.
2. Customer satisfaction reflected in positive feedback.
3. Adherence to Standard Operating Procedures.
4. Acceptable levels of absenteeism.
5. Excellent inter-departmental communication and cooperation.
6. High morale within the team and no issues with teamwork of all stakeholders.
We are looking for a highly motivated self-starter with a can-do attitude, a track record of delivering both sales and service in a hospitality environment, and a passion for becoming a product expert. Excellent communication skills across all channel types and the ability to handle objections and negotiate with confidence are essential.
Work it, Live it, Love it! Here at Village Hotel Club, we create lively, modern spaces for our guests to work, eat, relax, play, and exercise. With 32 fabulous hotels and leisure clubs across the UK and more opening soon, we rely on you to deliver service that puts us head and shoulders above the competition.
Benefits:
1. Competitive pay.
2. Complimentary full leisure club membership for you and a family member or friend worth £1200.
3. Discount on all overnight stays at Village Hotels.
4. Up to 40% discount on food and drink at any Village Hotel.
5. Excellent training and development.
6. Cycle to work.
7. Discounts and cashback offers on many high street brands.
8. A range of well-being and healthcare benefits.
9. Financial wellbeing - Salary Finance.
10. Employee Assistance Programme.
11. Flexible and home working opportunities.
12. A fun, supportive, and inclusive work environment with development opportunities.
13. Regular team events and incentives.
14. Monthly well-being programme for all employees to support mental health.
15. Anniversary rewards for every year of service.
Come and be part of something new & special - Work It, Live It, and Love It with Village Hotel Club!
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