Maintenance Helpdesk Advisor

7 days ago

Wolverhampton, United Kingdom Marston's PLC Full time

**Overview**:
Responsible for a region of pubs, you will quickly build a rapport with key customers as they contact you for support with maintenance issues and general queries. Your key customers will be Pub Managers and their team, working on your region. You will deliver great customer service time after time and above all will take responsibility for ensuring their requirements are delivered efficiently. Previous customer service experience is preferred, and an understanding of how pubs operate would be an advantage.

**Key Attributes & Responsibilities**:

- Deliver the best possible customer service to our pub managers
- Deal with general enquiries from both internal and external customers
- Manage maintenance issues from point reported through to confirmation of work completion
- Prioritise workload and manage a variety of tasks
- Accurately update key databases
- Handle complaints and champion resolution of issue where possible
- Use SAP and Microsoft Office
- Complete general administration duties
- Be part of a team who are readily available for help and advice and who pride themselves on delivering the best possible customer service
- Manage and control individual budgets
- Ability to deal with a wide range of people, with an excellent telephone manner and effective communication skills
- An experienced administrator with the ability to work on your own initiative and prioritise tasks
- The ability to question customers effectively with a view to diagnosing repair issues
- Friendly and approachable with the ability to deal effectively with difficult situations and complaints
- Previous experience of working within the pub trade would be an advantage
- Willing to work flexible hours between 8 am and 6 pm, with occasional Saturday work and Bank Holidays
- Ideally educated to A level standard (or equivalent) or above
- Experience of delivering first class customer service

**What You Get In Return**:

- 33 days annual leave (including bank holidays) 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
- Group Bonus Scheme**_ _**
- A fun, inclusive working environment
- 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 people are happiest when they can be themselves at work. We accept people for who they are, regardless of age, disability, gender identity and expression, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave._

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