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Sales & Service Advisor (Full time), Warrington
Client: Village Hotels - Warrington Office
Location: Warrington, United Kingdom
Job Category: -
EU work permit required: Yes
Job Reference: e733d9269574
Job Views: 3
Posted: 22.03.2025
Expiry Date: 06.05.2025
Job Description:
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.
3. Ensuring that all relevant customer information is captured accurately at the first point of contact and is protected at all times to ensure compliance with information gathering regulations (GDPR, PCI).
4. Recording all communication effectively and advising relevant stakeholders of required actions.
5. Logging all communication & correspondence according to policy for each contact with a customer or member.
6. Supporting the resolution of complaints/issues politely and swiftly, ensuring the customer is fully informed of the steps to be taken and time scales.
7. Carrying out ad hoc administrative duties as required to fulfill each contact and those directed by your Team Leader.
8. Maximizing revenue opportunities and achieving targets in all communication with customers.
9. Ensuring the customer has a clear understanding of any terms and conditions connected with a booking.
10. Communicating all relevant information for bookings to the hotel in line with company procedures.
11. Building and maintaining close internal working relationships to ensure 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 among all stakeholders.
7. Being a highly motivated self-starter with a can-do attitude.
8. Proven track record of delivering both sales and service in a hospitality environment.
9. Passion for becoming a product expert, actively acquiring knowledge about the company and products.
10. Excellent communication skills across all channel types.
11. Demonstrating flexibility to adapt to different work types.
12. Capability of handling objections and negotiating with confidence.
Work, Grow, Play! Here at Village Hotel Club, we are all about embracing personality, individualism, and fun. Forget stuffy hotels built around formality, pomp, and ceremony. We create lively, modern spaces for our guests to work, eat, relax, play, and exercise. With hotels and leisure clubs from Aberdeen to Bournemouth and more opening soon, we rely on you to deliver service that puts us head and shoulders above the competition.
Join us and we can offer you benefits such as:
* Complimentary Health and Wellness Membership at your home Club for you and a family member/friend worth £1,500 a year.
* Discount on all overnight stays at Village Hotels, meaning you can experience our hospitality from £35 with a friend and even grab an excellent breakfast.
* Friends and Family discounted stays from £49 including breakfast.
* 50% discount on Food and Drink purchased on or off shift at any Village Hotel Pub & Grill.
* 30% discount on and off shift in our Village Hotel Starbucks stores.
* Excellent training and development including our Rising Stars and Talent Academy programmes.
* A much more exciting way to train across several areas in the hotels, utilising our exciting Mobile Gaming training platform.
* Discounts and cashback offers on many High Street Brands and Supermarkets.
* A range of Well-being and Healthcare benefits and monthly well-being programmes for all employees to support your mental health.
* Putting your Mental Wellbeing first with Mental Health first aiders and up to 2 mental health days to utilise annually.
* Financial wellbeing support and salary drawdown via Wagestream.
* Access to our Employee Assistance Programme, offering support and counselling.
* Flexible working hours.
* A fun, supportive and inclusive work environment with regular team events.
* Excellent Reward and Recognition Incentive schemes.
* Anniversary rewards for key milestones of service.
* Electric car salary sacrifice scheme.
* Have your birthday off guaranteed.
* Discounted Health Cash plan and Sick pay Insurance.
* A host of BIG People Days to celebrate, reward, and recognise our wonderful employees and their local communities.
* Enhanced maternity and paternity benefits and pay.
* Company Pension scheme.
* Life Insurance.
*T&C’s apply based on your contract.
Come and be part of something new & something special - Work, Grow & Play the Village way!
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