Guest Relations Advisor Ftc

Greene King is the country's leading pub company and Brewer, first established in 1799. At Greene King it's not just pints that we want you to pour, we want people who can share our purpose and Pour Happiness into Lives. We are on a transformational journey for both customers and colleagues which will make us the pride of British hospitality. With over 40,000 people working across our 1,600 pubs, our breweries and two support centres, a career at Greene King has no limits.

**Guest Relations Advisor FTC**

**Role Purpose**

This is a 6 month FTC working within our agile working policy (50:50 split between home and our Burton office)

**Key Accountabilities**
- To be able to handle a large variety of customer enquiries and complaints from first contact through to escalation where necessary
- To keep sensitive customer data and financial records private and confidential and to be aware of the data protection legislation
- To put the customer first and understand their requirements to identify the best resolution in line with business process and procedures.
- Work as part of a team or individually to ensure workload is completed and prioritised depending on business needs
- Meet personal and departmental objectives/targets in line with Service Level Agreements
- Demonstrate a proactive approach to your own personal development and take ownership of working on any development areas/skills gaps.
- Utilise the information available to achieve timely resolutions to our Guests and to contribute to the ongoing learning and success of the team by the creation of process documents and the sharing of knowledge
- Build sustainable relationships of trust through open and interactive communication with both our internal and external customers and colleagues

**Person Specification**
- Maintaining a positive, empathetic, and professional attitude toward our internal and external customers at all times, whilst delivering a memorable Guest Experience in a fast paced, changeable environment.
- Ability to communicate clearly and concisely on the telephone and in writing, a natural conversationalist with strong diplomacy skills
- Crisis identification and handling capability
- Ability to focus and work to agreed objectives, multi-task and manage time effectively while constantly striving to exceed targets
- Able to work in a team by demonstrating flexibility, a fun attitude and sense of humour
- Ability to interpret and understand the likely impact of an online conversation and comment thread
- Familiar with CRM systems and practices
- Experience and understanding from a professional capacity of using Social Networks and review sites - particularly Facebook, Twitter and Trip Advisor

**What you can expect from us?**
- Competitive salary and pension contribution scheme
- Discounted Health Screening
- Option to purchase discounted Dental Insurance
- Life Assurance
- 33% discount for you on food and drinks across all our managed sites and 15% for your friends and family
- 50% discount for you at Greene King Hotels/Inns and 25% discount for your friends and family
- Access to company perks portal for regular retailer discounts
- 33 days holiday (including bank holidays) and the opportunity to buy 5 additional days
- Free onsite parking
- An employee health, wellbeing advice and guidance service
- As one of the industry's leading apprenticeship providers, we can offer training and development at any stage of your career, whatever step you decide to take

**Corporate Social Responsibility**

We also want to be a positive force for good, having a social purpose that threads through every part of our business, whether it be through caring for the planet, caring for our communities through our hugely successful partnership with Macmillan (raising over 10 million pounds) or caring for our people, creating life opportunities for all through innovative social mobility programmes. We are on an incredible journey and our goal is to be the pride of British hospitality.

**Inclusion and Diversity**

At Greene King we're setting the bar for Inclusion & Diversity. We are on a journey towards Everyday Inclusion where everyone feels welcome, can thrive and truly belong. With external commitments like the Valuable 500, If Not Now, When? and our Calling Time on Racism manifesto, our community partnerships and the support of our 4 internal Employee Led Inclusion Groups we have a clear plan based on education, awareness and activity that's already making an impact. We value the diversity of our people and are working to increase this, by joining us on this journey you can help us to shape our future inclusive culture.

**Reference Code** req9702