Customer Service Advisor Everyman Cinema Job Specification - Ringwood Job Title: Customer Service Advisor Salary: £11.55 Per hour Location: Konecta Group –Ringwood. Shifts: Monday and Sunday, 8.5 hour shifts between 9.30am and 6pm I’M GONNA MAKE YOU AN OFFER YOU CAN’T REFUSE. Lights. Camera. ACTION Do you want to be part of the revolution that’s redefining cinema? Are you an experienced and service-focused Customer Service Advisor looking to join one of the UK's fastest-growing independent cinema businesses? Then… YOUR MISSION, SHOULD YOU CHOOSE TO ACCEPT IT. To join our new Customer Contact Centre based in Ringwood. As part of Everyman’s ongoing evolution, we will be creating an internal Customer Service function – this is where you come in. Our Customer Contact Centre will handle a variety of customer queries, from day-to-day booking enquiries, to membership and corporate bookings. As a Customer Service Advisor, you’ll be the first point of contact for our customers and members. You’ll be assisting with a wide range of queries from day-to-day booking queries to screen times and special events. You will ensure an exceptional level of service is delivered across a variety of contact channels at all times. Our contact centre will be open 7 days a week. As our Customer Service Advisor, your day-to-day will consist of; ● Handling incoming customer queries across multiple contact channels ● Ensuring team targets delivers exceptional guest care at all times ● Dealing with escalated queries and ensuring timely resolution ● Ensuring the Everyman brand is present through all customer communications ● Managing Everyman Membership accounts ● Take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions. ● Act as the first point of contact for customer complaints, ensuring these are passed to the Customer Services Manager where appropriate in a timely manner, so they can be resolved within the agreed SLAs. ● Provide relevant, accurate and up to date advice using a variety of resources and own initiatives, in approaching colleagues in various departments to discuss specific issues. ● Analysing data on client systems and updating information to assist Members. This is a fantastic opportunity to be a part of a multi-channel Contact Centre team for one of the most renowned brands in the UK. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time. Want to join us? This is what we’re looking for: ● Previous Customer Service and / or Call Centre experience is desired ● Proven experience of delivering a high-level of customer care ● A natural focus for delivering exceptional guest care ● Resilience under pressure and the ability to tackle challenges head-on ● Excellent communication skills with both internal and external stakeholders ● A natural ability to interact with customers through telephone, email & socials ● Be self-motivated and proactive ● A genuine love of film and cinema would be an advantage Who are Everyman Cinema and Konecta Group UK Konecta Group is an outsourced services provider which means we take and make calls on our client’s behalf. One of our key clients is Everyman Cinemas Please see: www.Konectagroup.com Everyman is redefining cinema. Bringing an innovative lifestyle approach to our venues, where you swap your soft drink for a nice glass of red wine and a slice of freshly made pizza served to your seat. We create a warm and friendly atmosphere, with an excellent food and drink selection and fantastic customer service. With a wide array of mainstream, independent and classic films, special events, launches and a diverse calendar of live satellite broadcasts, there is something for everyone at Everyman. Everyman is also arriving in new towns and cities across the UK over the coming months and years. Position in Organisation The Customer Service Advisor reports directly into the Everyman Team Manager. Achievement Results Customer Service Advisors are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, sales conversion and call quality targets. KONECTA GROUP has a structured Performance Management Programme to support and measure individual and team performance. KONECTA GROUP is a growing business and there will be good opportunities for the candidates who wish to progress within the organisation. Why work for us? ● Konecta working culture of fun and sociable team environment ● 50% discount with More bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and Salisbury to Ringwood.) ● Pension Scheme with Standard Life ● Eye test vouchers and discounts ● Discounted corporate gym membership with Anytime Fitness (24 hour gym with over 5000 site globally) ● Involvement with local charities and fundraising days ● Campaign specific benefits including discounts, incentives and prizes ● Recommend a friend scheme paid reward of up to £1000 ● Apprenticeships qualifications and career flight path schemes ● Recognition and reward schemes with Love to Shop Voucher rewards. ● Free car parking ● Weekly dress down day ● Free fruit ● Cycle to work scheme