Role Title: Contact Centre Sales and Service AdvisorResponsible for: N/AReporting to: Contact Centre Team LeaderPurpose of the Role:To be a key part of a multi skilled team that really excels in customer service through inbound/outbound calls and other multi communication channels.Provide an industry leading service to all customers that positively promotes the brand and Village values.Manage Customer Service contacts across all channels including email, voice, chat, social media, travel agent portals and other digital channels.Responsibilities include but are not limited to delivering sales & service for all business and leisure customers, gym members, corporate clients and travel agents.You achieve this by;Responding to all enquiries in a timely, confident & professional manner, displaying a clear & comprehensive knowledge of the hotels, their facilities and details, taking every opportunity to up sell & refer business at all times.Ensure that all relevant customer information is captured accurately at first point of contact and is protected at all times to ensure that information gathering regulations are adhered to (GDPR, PCI).Ensure that all communication is recorded effectively and relevant stakeholders are advised of action required.Ensure all communication & correspondence is logged according to policy for each contact with a customer or member.Support with the resolution of complaints/issues politely and swiftly ensuring the customer is fully communicated too on the steps to be taken and time scales. Ensure that the escalation process or referral to another department process is logged and followed if the customer contact is out of your spectrum of knowledge.Carry out ad hoc administrative duties as required to fulfill each contact & those directed by your Team Leader for the business.Ensure that all revenue opportunities are maximised and other targets are achieved in all communication with customers.Maximise add on opportunities in subsequent customer contact.Ensure the customer has a clear and transparent understanding of any terms and conditions connected with a booking .Ensure that all relevant information for bookings is communicated to the hotel inline with company procedures.To build and maintain close internal working relationships to ensure the successful delivery of the team objectives and targets. To support colleagues within the department and the wider team to achieve company targetsKey Performance Indicators:Take ownership for your own KPIs including but not limited to sales, customer contact, quality and adherence.Customer satisfaction reflected in positive feedbackStandard Operating Procedures are followed.Acceptable levels of absenteeismExcellent inter-departmental communication and co-operationHigh morale within the Team and no issues with teamwork of all stakeholders.Highly motivated self starter with a can do attitudeTrack record of delivering both sales and service in a hospitality environment.Passionate about becoming a product expert, actively acquire knowledge about the company and productsExcellent communication skills across all channel typeExceptional eye for detailMust demonstrate flexibility to adapt to different work typesCapable of handling objections and negotiating with confidenceWork it, Live it, Love it! Here at Village Hotel Club we are all about embracing personality, individualism and fun. Forget stuffy hotels built around formality, pomp and ceremony. We create lively, modern spaces for our guests to work, eat, relax, play and exercise. With 32 fabulous hotels and leisure clubs across the UK and more opening soon, we rely on you to deliver service that puts us head and shoulders above the competition.Join us and we can offer you benefits such as…Competitive payComplimentary full leisure club membership for you and a family member or friend worth £1200Discount on all overnight stays at Village HotelsUp to 40% discount on food and drink at any Village HotelExcellent training and developmentCycle to workDiscounts and cashback offers on many high street brandsA range of well-being and healthcare benefitsFinancial wellbeing - Salary FinanceEmployee Assistance ProgrammeFlexible and home working opportunitiesA fun, supportive and inclusive work environment with loads of development opportunitiesRegular team events and incentivesMonthly well-being programme for all employees to support your mental healthAnniversary rewards for every year of serviceCome and be part of something new & something special - Work It, Live It and Love It with Village Hotel Club!
