Guest Relations Advisor Fixed Term Contract

**Guest Relations Advisor (fixed term contract)**

12 month fixed term contract

A customer service focused role, there to deliver a first class Guest Relations service, efficiently handling and resolving enquiries and complaints via a variety of platforms including social media forums.
Key Accountabilities:

- To deliver exceptional customer service and make genuine connections with both external Guests and internal stakeholders across all feedback channels including voice and social media s well as face to face.
- Understand the Guest requirements and identify the best resolution in line with Business process and procedures.
- To positively communicate Greene King business processes to our Guests, both internal and external.
- Meet departmental objectives/targets in line with Service Level Agreements
- Utilise the information available to achieve timely resolutions and assist with the sharing of knowledge within the team.
- Demonstrate a proactive approach to your own personal development and take ownership of working on any development areas/skills gaps.
- To meet Guest demands by working on other activities as required by the Guest Relations Team Leader or Guest Relations Manager.
- Build sustainable relationships of trust through open and interactive communication

Person Specification
- Ability to listen and respond to Guests providing a quality driven service
- Experience of working within a fast paced and 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
- Problem solving skills
- Familiar with CRM systems and practices
- Ability to focus and work to agreed objectives while constantly striving to exceed targets
- Ability to multi-task, prioritise and manage time effectively
- Able to work in a team by demonstrating flexibility, a fun attitude and sense of humour
- Experience and understanding from a professional capacity of using Social Networks and review sites - particularly Facebook, Twitter and Trip Advisor
- Ability to interpret and understand the likely impact of an online conversation and comment thread
- Experience using Social Media Monitoring and Management tools is an advantage
- Familiarity of Data Protection considerations for Greene King and its Guests
- Excellent written skills
- Ability to handle challenging situations with Guests & Stakeholders
- Willing to go the extra mile to engage Guests
- Customer orientation and ability to adapt/respond to different types of characters
- Passionate about delivering e memorable Guest Experience

**Who are we?**

At Greene King we are proud to be the country's leading pub retailer and brewer, running over 3000 pubs, restaurants and hotels in towns, villages and high streets across the England, Wales & Scotland.

**What's it like to work with us?**

It's our people that make us an incredible place to work. We have been through some changes, everything we do is underpinned by giving our teams the freedom to be themselves and own their success.

**We care** about embracing individuality and each other - Our pubs, Our environment, Our community and Our customers are the heart of Our Greene King.

**We take ownership** and give freedom to succeed - You will make great things happen and own the outcome, we encourage you to embrace and unleash your potential by thinking differently and doing the right thing.

**We win, learn and celebrate together** - Be ready to learn to learn from your mistakes but also to win and celebrate success as an individual and with your team

**What you can expect from us ?**
- Competitive salary and pension contribution scheme
- Up to 33% discount across all our sites for you and your friends and family
- 33 days holiday (including bank holidays) and the opportunity to buy additional days.
- Free onsite parking
- An employee advice and guidance service and the healthcare service, Best Doctors.
- 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

If this sounds like it could be you, then please apply