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Customer Service Advisor (Reservations Agent)

Contract type

Permanent, Fixed Term


Customer Service & Customer Contact Centre



As a Customer Service Advisor (Reservation Agent) you will bring your individual personality to ensure all our customers have a world class experience. We are looking for lively, energetic people who...

Customer Service Advisor (Reservations Agent) £16, 320.00 p/a + monthly incentives and other benefits of working for a FTSE 100 company - Full Time, Permanent and Fixed Term contracts.

As a Customer Service Advisor (Reservations Agent) you will bring your individual personality to ensure all our customers have a world class experience with the customer always at the heart of what you are doing.

We are looking for lively, energetic people who demonstrate a passion for excellent customer service, as well as have a natural curiosity to join our Reservations Contact Centre team as a Reservations Agent.

Ensuring our guests have a world class experience is our number one priority; they are at the heart of every decision we make. You will be the first point of contact guest have with the brand, building rapport and trust quickly with our guests on the phone, making them life-long customers. Through listening to their requirements and asking questions to further understand their needs when staying with us you will scour all resources available to you to provide a number of different options to the guest that closest matches what they’re after. You will have a confident, friendly and professional telephone manner and ensure that all queries are resolved in a timely manner. With a natural flair for problem solving, you will be able to ensure that even the most challenging requests can be resolved. Your honest and transparent communication style will guarantee our policies and T&Cs are adhered to, safeguarding the business whilst working towards your own KPIs.

Becoming part of the Premier Inn family means learning how to provide a market leading, world class customer experience. Your knowledge of Premier Inn and associated brands will allow you to take a consultative approach to queries and demonstrate a genuine care for the guest in turn generating quality revenue through ensuring the guest is offered the right product for them. Your ability to influence is second to none and having a commercial awareness and understanding of your internal stakeholder’s activity will support the business in meeting its KPIs and ambitious growth plans.

So, if you see yourself inspiring our guests, driving business performance and being part of the Premier Inn family, we would love to hear from you today, come and be part of our Contact Centre community.

 Key Requirements:

  • Proficient English, both written and spoken
  • Strong, confident and engaging telephone manner
  • Confident using many different computer programmes simultaneously 
  • Good time management and ability to balance priorities whilst maintaining professional standards
  • Responsible attitude
  • Ability to build rapport
  • Strives for excellence
  • Ability to problem-solve
  • Genuine in really caring about the customer
  • Confident with striving to be the best in all you do
  • Committed to work hard with everyone
  • Flexible with working within the core hours of the business which are Monday through to Saturday 8am until 8pm and Sunday 10am until 6pm (including bank holidays). 

Whitbread is an inclusive employer, strongly believing that everyone is unique and there should be no limits to ambition. We welcome your application whatever your background or situation. We are open to flexible working and, where possible, will try to support this.

Job ref:



04 Sep 2019

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