Guest Feedback Advisor

6 months ago

Wolverhampton, United Kingdom Marston's Pubs Full time

**Overview**:
We have a great opportunity for a Guest & Pub Feedback Advisor to join our Customer Service team at Marston’s.

Working with all departments, third party agencies and stakeholders at all levels, you will ensure our guests and pub teams receive efficient responses seeking to resolve issues on first contact.

**The Role**

Providing a seamless customer journey whilst promoting an inviting environment for guests and our pub teams to share their experiences through a variety of touch points.

You will be the voice of Marston’s bringing to life our values through building positive relationships and going above and beyond to deliver an outcome that takes into consideration the position of the business and the customer.

Supporting our pubs teams with issues relating to their deliveries and food quality will require excellent attention to detail to ensure all data is captured correctly.

A level of discretion is required for the role due to the sensitive nature of cases you may handle.

**Skills, Knowledge & Expertise**:

- Excellent organizational skills.
- Strong working knowledge of Microsoft Office (Outlook, Word, PowerPoint & Excel).
- Exceptional attention to detail.
- Good literacy skills.
- Excellent communication skills, both written and verbal.
- Experience of dealing with complaints
- A track record of proven excellent customer service skills.
- Ability to provide written communications to customers, adapting styles depending on the executive style.
- Ability to self-manage, motivate and work on your own initiative.
- A good understanding of all regulatory requirements relating to complaint handling.
- Confidence when dealing directly with customers.
- Ability to deal with tight deadlines and manage workload efficiently.

**Personal Attributes**:

- Highly motivated and driven individual.
- Exceptional attention to detail.
- Approachable, adaptable and self-motivated.
- Ability to work within a structured environment, managing tasks efficiently and effectively.
- Experience with high-volume workloads.
- Ability to work individually and as part of a team.
- Proactive and solution orientated approach to changing situations

***

**Working Hours**
**We operate 7 days a week, on a rotational basis, including Bank Holidays.

Hybrid working, with working from home options are available, with a minimum of 3 days on site at our Wolverhampton Head Office

**What You Get In Return**:

- 25 days annual leave with the ability to buy and sell up to 5 days holiday
- 20% off in Marston’s pubs and accommodation through our Privilege Card
- Marston’s Rewards Programme (discounts on many high street and online major retailers)
- Enhanced Maternity & Paternity Leave _(Subject to 26 weeks service at 15 weeks prior to EWC)_
- Share Save Incentive Scheme
- Company Contributory Pension Scheme (matching contribution up to 7%)
- Life Assurance (via membership of the Group Pension Plan)
- Group Income Protection (via membership of the Group Pension Plan)
- Employee Assistance programme:

- Which includes various wellbeing support services, such as a completely confidential 24/7 telephone helplines and access to online services
- Provision of up to 6 counselling sessions will be offered, as part of our wellbeing support services
- Apprenticeship Programme - we offer training & development at any stage of your career
- Long service Recognition
- Bonus Scheme
- A fun, inclusive working environment

**Company Overview**:
At Marston’s we’re on a journey to create pubs to be proud of through being guest obsessed, continually raising the bar and driving growth across the business. It’s an incredibly exciting time to be joining us, and we’re looking for people who can inspire others through their passion for guest experience and driving performance.

As a dedicated pub business, we have clear and bold aspirations for the future. Working together we aim to create more happy, memorable, moments that truly matter for our guests and people every day.

We’ve been running pubs and brewing beer in one form or another for nearly 200 years. Now we’ve got c1,500 pubs, and around 12,000 teammates working in our pubs, bars, lodges and offices across the UK, who all share our passion and now we’re looking for more like-minded people to join our family

Our commitment to our colleagues is underpinned by a very clear set of values and behaviours, which are at the heart of everything we do. It’s these that makes working here the very special place that - Marston’s is known to be.

**We are Guest Obsessed**:

- we put our guests first always, aiming to delight them when they’re in our pubs.

**We Raise the Bar**:

- we’re committed to each other, the business and being the best version of ourselves.

**We will Grow**:

- we question ourselves and each other, to ensure we’re always being the best we can possibly be.
- At Marston’s we are committed to creating an inclusive environment for all. We know peopl

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