Contact Centre Agent

The We Do Play Group operate multiple experiential based Leisure brands and are quickly becoming one of the largest Leisure/Entertainment operators in Europe. Operations include Flip Out; a global Indoor Adventure Park for all ages, and Putt Putt Social; a rapidly expanding new fusion of Asian Street Food & Adventure Golf, along with other brands. We are now recruiting for a personable, bubbly, resilient Contact Centre Agent to join our Contact Centre Team in Chester.

**Job Overview**

Our Contact Centre is the central hub for all guest relations - one moment you may take a booking, the next you may be assisting to find a lost jumper and after this, tackling a complaint. This is why the role you will play is exceptionally crucial. Your goal will be to provide the best customer service possible Our guests thrive on your incredible personality and sense of Creating Unforgettable Experiences One Guest at a Time

**Duties and Responsibilities**
- Assist with all guest relations - including bookings, enquiries, complaints etc.
- Taking the lead for various correspondence with our guests
- Taking inbound calls whilst also communicating with guests on webchat concurrently
- Escalate any complex matters to your team manager that you cannot/do not feel comfortable resolving.
- Taking the opportunity to go above and beyond whenever a situation presents itself.
- Achieve the KPIs set out within the contact centre such as call handling times, call waiting times, mystery shops etc.
- Ensure excellent standards of housekeeping are maintained at all times
- Follow all working regulation as set out in the companies employee handbook and where relevant specific reception regulations
- Interaction is the absolute key to creating unforgettable experiences one guest at a time
- Support sub departments such as communications team, party bookings team etc. within the contact centre, as and when required.

**The person we are looking for is**:
**W**arm

**E**nthusiastic

**D**etermined

**O**ptimistic

**P**ersonable

**L**ively

**A**ttentive

**Y**earning

So if you describe yourself using all of the above, you are in the right place

**Skills/Experience/Knowledge**
- Great communication and rapport building over the telephone
- Be able to work well under pressure in a fast-paced environment
- Fantastic teamwork
- Experience in resolution management
- Telephony based experience dealing with a range of guest relations is required.
- Would be a huge advantage, if you have contact centre experience.

**Working Conditions**

We are looking for Contact Centre Agents to join us on a zero hour contract covering Weekdays, Weekends and School Holidays. We have full time and part time hours availability week to week. We have various shift patterns available 9am-8pm. Typically our team does 8 hour shifts, 9am-5pm or 12pm-8pm.

**Rates of Pay & Benefits**

£12.54 per hour

We have a portal offering huge discounts across the largest retailers and offering cashback too We have an employee assistance programme where support is available 24 hours a day to help our team with any issues that may be facing. Recognition is massive for us and we regularly have cash and voucher incentives available for our top performers. We rigorously look to develop our team and promote within - there are tonnes of progression opportunities across the group. We have lots to offer for your families too (we wouldn’t be a family entertainment business otherwise) The list goes on

**Equality, Diversity & Inclusion**

At We Do Play, we are committed to creating unforgettable experiences, that includes our employees too We thrive on creating the biggest and best diverse workforce, where everyone can come together. (We do not play here) We are committed to offering equal employment opportunities to all, regardless of ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

**Job Type**: Zero hours contract

Pay: £12.54 per hour

Expected hours: No more than 40 per week

**Benefits**:

- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking

Schedule:

- Weekend availability

Application question(s):

- What is your shift availability weekly and how many hours can you commit to?

**Experience**:

- contact centre: 1 year (required)

Work Location: In person