Sales and Service Representative

1 month ago

Warrington, Warrington, United Kingdom Village Hotels Full time
Role Title: Contact Centre Sales and Service Advisor

Key Responsibilities:

  • Deliver exceptional customer service through inbound and outbound calls, emails, and other communication channels.
  • Provide industry-leading sales and service to customers, promoting the Village Hotels brand and values.
  • Manage customer contacts across various channels, including email, voice, chat, social media, and travel agent portals.
  • Responsibilities include delivering sales and service for business and leisure customers, gym members, corporate clients, and travel agents.

You will achieve this by:

  • Responding to customer enquiries in a timely, confident, and professional manner, displaying a clear and comprehensive knowledge of Village Hotels and their facilities.
  • Capturing and protecting customer information accurately, adhering to GDPR and PCI regulations.
  • Recording and logging all communication effectively, ensuring relevant stakeholders are informed of actions required.
  • Supporting the resolution of complaints and issues, ensuring customers are fully communicated with on steps to be taken and time scales.
  • Carrying out administrative duties as required to fulfill customer contacts and those directed by the Team Leader.
  • Maximising revenue opportunities and achieving targets in all customer interactions.

Key Performance Indicators:

  • Take ownership of personal KPIs, including sales, customer contact, quality, and adherence.
  • Customer satisfaction reflected in positive feedback.
  • Standard Operating Procedures followed.
  • Acceptable levels of absenteeism.
  • Excellent inter-departmental communication and co-operation.
  • High morale within the Team and no issues with teamwork of all stakeholders.

What We Offer:

  • Competitive pay.
  • Complimentary full leisure club membership for you and a family member or friend.
  • 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.
  • 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.

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