Role Title: Contact Centre Sales and Service Advisor
Responsible for: N/A
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 but are not limited to delivering sales & service for all business and leisure customers, gym members, corporate clients, and travel agents.
You achieve this by:
* 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 up-sell & refer business at all times.
* Capturing all relevant customer information accurately at the first point of contact and protecting it to ensure compliance with information gathering regulations (GDPR, PCI).
* Recording all communication effectively and advising relevant stakeholders of actions required.
* Logging all communication & correspondence according to policy for each contact with a customer or member.
* Supporting the resolution of complaints/issues politely and swiftly, ensuring the customer is fully communicated with regarding steps to be taken and timelines.
* Carrying out ad hoc administrative duties as required to fulfill each contact and those directed by your Team Leader for the business.
* Maximising revenue opportunities and achieving targets in all communication with customers.
* Maximising add-on opportunities in subsequent customer contacts.
* Ensuring customers have a clear and transparent understanding of any terms and conditions connected with a booking.
* Communicating all relevant information for bookings to the hotel in line with company procedures.
* Building and maintaining close internal working relationships to ensure the successful delivery of team objectives and targets, supporting colleagues within the department and the wider team.
Key Performance Indicators:
* Taking ownership of your own KPIs including but not limited to sales, customer contact, quality, and adherence.
* Customer satisfaction reflected in positive feedback.
* Following Standard Operating Procedures.
* Maintaining acceptable levels of absenteeism.
* Ensuring excellent inter-departmental communication and cooperation.
* Fostering high morale within the team and no issues with teamwork among all stakeholders.
* Demonstrating a highly motivated self-starter attitude with a can-do approach.
* Having a track record of delivering both sales and service in a hospitality environment.
* Being passionate about becoming a product expert and actively acquiring knowledge about the company and products.
* Exhibiting excellent communication skills across all channel types.
* Having an exceptional eye for detail.
* Demonstrating flexibility to adapt to different work types.
* Being capable of handling objections and negotiating with confidence.
Work it, Live it, Love it! Here at Village Hotel Club, we embrace personality, individualism, and fun. Forget stuffy hotels built around formality. 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.
Join us and we can offer you benefits such as:
* Competitive pay.
* Complimentary full leisure club membership for you and a family member or friend worth £1200.
* Discount on all overnight stays at Village Hotels.
* Up to 40% discount on food and drink at any Village Hotel.
* Excellent training and development.
* Cycle to work scheme.
* Discounts and cashback offers on many high street brands.
* A range of well-being and healthcare benefits.
* Financial wellbeing - Salary Finance.
* Employee Assistance Programme.
* Flexible and home working opportunities.
* A fun, supportive, and inclusive work environment with loads of development opportunities.
* Regular team events and incentives.
* Monthly well-being programme for all employees to support your mental health.
* 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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