Senior Customer Service Advisor

4 months ago


Uxbridge, United Kingdom Pizza Express Full time

**Senior Customer Service Advisor**:
As the Senior Customer Service Advisor, you will be responsible for ensuring that every customer who contacts PizzaExpress receives a timely and professional response in keeping with the high service standards of the brand.

The focus of this role will be to take full responsibility for our corporate bookings workstream and to manage our B2B relationships with our external booking agents. You will need an overall understanding of our corporate customers booking journey and build close relationships with our General Managers at our key restaurants for corporate bookings.

Core responsibilities:

- Handling and resolving booking and customer complaints, enquiries and positive feedback received from customers - ensuring a positive resolution
- Acting as a Senior Advisor for our corporate bookings workstream, managing relationships with agents and restaurants and working with finance to raise appropriate invoices
- Consulting with the Finance team and using relevant systems to arrange goodwill gestures as well as refunds or payments for customers as appropriate to ensure end to end accountability for full complaints resolution
- Consulting with internal teams and Operations (OEM’s & Territory Managers & Restaurant managers), passing on positive customer feedback, requests to be actioned and investigating high level complaints as required
- Consulting with external stakeholders such as retail partners or systems providers when investigating customer complaints or responding to requests, including all delivery partners
- Identifying feedback trends and recommending improvements to the Team Manager - whom this role reports into
- Accessing all relevant systems
- Keeping up to date records in our master booking spreadsheets and logging all contacts in Excel - managing all these bookings and tracking history of enquires and corporate bookings
- Sending weekly updates on performance and volumes against annual targets

What you’ll need:

- Knowledge of case management systems
- Strong Excel skills
- Excellent communication skills - written and verbal
- Booking management experience
- Event management experience
- Experience of a contact centre environment would be advantageous
- Experience of Live Chat and social media would be desirable but not essential

**Benefits**:

- Up to 10% of base salary as bonus
- 50% off in PizzaExpress restaurants
- Monthly Pizza, Peroni & Prosecco socials
- High street and lifestyle discount portal
- Mental Health First Aiders across the business, and access to an Employee Assistance Programme, providing health, finance and wellbeing advice free of charge

Here you can be yourself:
We’re proud of every one of our team members, and we value the unique story that each of us brings. Our diversity makes us stronger, and we believe that sharing and supporting what matters to us helps to break down the barriers that stop us all from truly belonging and connecting. Whoever you are, where you come from, you’re welcome and belong here. Join our family and you’ll be encouraged to be yourself.

Inclusivity and respect are at the heart of our business and are valued by our teams, customers and suppliers. PizzaExpress and Milano is a place where everyone is welcome, and everyone belongs.



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