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Customer Excellence Supervisor

4 months ago

Crick, United Kingdom Commercial Hub Full time

The role  

Our Customer Excellence Supervisor – Meetings and Events is all about giving customers great experience. The role reports directly to the Customer Excellence Manager and is part of a team based from our Commercial Hub in Crick (NN6 7XR).

You'll work closely with our sales and hotel teams, to ensure that all aspects of our reservations, meetings and events are executed to the highest standards.  

Primary responsibilities include: 

Handling substantial volumes of enquiries and seeking to secure business on every interaction – increasing conversion, maximising revenue generation and budget delivery.  Developing future and repeat business with both new and existing customers.  Ensuring enquiries are dealt with in line with the hotel’s selling strategy and in accordance with company and brand standards.  Being a subject matter expert for your colleagues  Offering support to your colleagues through coaching and feedback.  Supporting your Line Manager within their role when required. 

Who we’re looking for  

The ideal candidate: 

Have customer experience background (preferably within a busy contact centre environment)  Is an exceptional communicator, able to demonstrate the ability to build and maintain successful working relationships  Is a strong coach and role model  Will be able to demonstrate some leadership qualities Is proficient in an omni-channel environment (voice and emails at present).  Understand collaboration and stakeholder interaction/engagement 

A background in sales and/or negotiations is a bonus  

Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at recruitment@kewgreenhotels.com. 

Next steps  

A member of the Customer Excellence team will be in touch to book a 15-minute chat so we can get to know you better. We will explain the role in detail and you can showcase your skills to us. If successful at this stage, you will be invited for a face-to-face interview. 

Benefits  

Our rewards package includes: 

- Annual performance incentive – T&Cs apply 

- Attractive discounts across many major retailers, restaurants, and events – you can save up to £500 a year on your grocery shopping 

- Complementary Employee, Family and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide 

- 50% off food and beverage while you stay in our hotels 

- 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice 

- FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms) 

- Robust career development opportunities and support for personal growth