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Guest Services Executive
2 weeks ago
**Little Lion Entertainment**
**Guest Services Executive**
Contract**:Casual (Zero-hour Contract)**
Reporting into**:Guest Services Manager, Drew Forest**
Location**:Manchester**
About Little Lion Entertainment
Little Lion is a fast-growing entertainment group, specialising in creating cutting-edge and memorable experience-led attractions. It pioneers game changing forms of theatre which create unique immersive experiences that bridge a gap between theatre and attractions where the audience is the star of the show.
Little Lion launched in 2016 and is the creator of The Crystal Maze LIVE Experiences. Since opening its first attraction in London through crowdfunding, it has continued to go from strength to strength with the opening of The Crystal Maze LIVE Experience Manchester in 2017.
Due to the continued success of The Crystal Maze LIVE Experience (Manchester and London) and the upcoming launch of Tomb Raider The LIVE Experience, we are looking to recruit a Customer Service Executive to join our in-house team, based in Manchester.
Blending a love of nostalgia, with world class performance, award-winning game play and the unexpected, the business is looking to develop multiple sites and partnerships across the globe, exploiting a stable of unique IP to create new concepts and own multiple brands.
Purpose of the role
As a Guest Services Executive at Little Lion Entertainment, you will support and supervise our office team by helping to deal with customer enquires through a range of channels. You will promote high standards of customer service and ensure that this level is maintained. You will assist the Guest Services Manager as needed and take online management duties in their absence. The Guest services team handle all our day-to-day guest feedback, enquiries and ticketing assistance, providing the best customer journey and highest levels of customer care.
We are looking for a proactive, experienced individual with intuitive customer service skills to motivate and work as part of the Guest Services team. You must be flexible and able to work a variety of shifts including weekdays, and once every 3 weeks on a weekend.
**Key Accountabilities**
**Customer Service**
- Answering inbound calls and enquiries in a confident and professional manner and providing assistance to our guests with their questions and queries
- Identify the needs of customers, resolve issues, and provide solutions
- Assisting customers with purchase decisions, upselling and discussing promotional deals where possible
- Answering inbound calls and enquiries in a confident and professional manner and provide assistance to our guests with their questions and queries.
- Dealing with customer service issues appropriately and effectively and escalating to the Guest Services Manager where appropriate
- Tracking guest enquiries and ensure each case is completed.
- Liaise with each maze to pass on comments, feedback and vital information.
- Reviewing and responding to social media and online reviews and feedback
- Liaising with each maze to pass on comments, feedback and vital information.
- Assisting in the purchase of tickets for the Maze through our ticketing system (full training will be provided).
- Assist with the fulfilment of online shop orders alongside any other internal packages that need to be sent out via other departments
- Understand and relate purchasing policies to customers, answering any questions they may have
- Provide feedback in regards to customer entertainment preferences and purchasing habits to the Guest Services Manager
- Maintain quality database entry practices ensuring all information is stored correctly
- Undertake all duties in a way that contributes to the LLE providing excellent customer service
**People**
- Ensure all employees act in accordance with the company’s policies and procedures and high-quality customer service
- Champion the importance of teamwork and motivates others around them
- Keep abreast of industry trends and releases, sharing these with the wider team
- Strengthen team dynamics and fosters strong relationships across the business
- Maintain an understanding of the different products and offerings provided by LLE
This is not an exhaustive list of all duties.
Role Requirements
Essential
- A passion for customer Service excellence.
- Call centre or equivalent phone experience for Inbound calls
- Experience of working autonomously and handling multiple projects in a fast-paced environment
- A proven self-starter who is able to take responsibility and exercise initiative, when appropriate
- Meticulous attention to detail and organisation skills
- An ability to work calm and effectively under pressure
- Excellent oral and written communication skills
- Excellent ICT skills and proficient in all office programs (PowerPoint, Word, Excel etc.)
- Ability to work under pressure and meet deadlines.
- A collaborative work ethic which supports the values of LLE
- Must be able to commit
