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Guest Experience Specialist

2 months ago

Manchester, United Kingdom ODEON Cinemas Full time

Job Summary:

We are seeking a highly skilled and customer-focused individual to join our Guest Service Centre team as a Guest Experience Specialist. As a key member of our team, you will be responsible for delivering exceptional customer service to our guests, ensuring that their cinema experience is enhanced through a comprehensive support service.

Key Responsibilities:

  • Deliver exceptional customer service: Provide one-touch resolution for every guest interaction, resolving queries and complaints in a professional and friendly manner.
  • Achieve departmental KPIs: Meet daily, weekly, and monthly targets set by the Team Manager and Guest Service Centre Manager.
  • Provide proactive support: Offer information and solutions to add value to the guest experience, ensuring that each interaction is captured on the appropriate system.
  • Stay up-to-date with promotions and offers: Maintain awareness of new promotions and guest offers, communicating these effectively to guests.

Requirements:

  • Customer service experience: Previous experience in a customer-facing role, preferably in a contact centre or similar environment.
  • Excellent communication skills: Strong written and spoken English skills, with the ability to use grammar and punctuation appropriately.
  • Flexibility and adaptability: Ability to work in a fast-paced environment, multitasking and prioritizing tasks as needed.
  • Technical skills: Proficient in using Microsoft Office applications, including Word, Excel, and Outlook.

What We Offer:

  • Competitive salary and benefits: A comprehensive package, including a competitive salary, pension scheme, and access to our Employee Assistance Programme.
  • Opportunities for growth and development: A range of training and development opportunities, including our Bright Lights Apprenticeship scheme.
  • Recognition and rewards: Regular recognition and rewards for outstanding performance, including our monthly rewards and recognition schemes.

About Us:

At ODEON Cinemas Group, we are committed to delivering inspiring entertainment experiences for our guests. We believe that everyone is welcome, and we recognize that everyone brings something special to our team. We are proud to partner with 'ReciteMe' to offer accessible tools to support our guests with their job applications.