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Customer Service Agent

Contract type: Permanent

Category: Customer Service & Customer Contact Centre

Location: Dunstable

We love people, both our Guests and our team, and we want to make sure they are all looked after throughout their journey with Premier Inn and Whitbread.  As a Customer, or as we call it Reservations ...

Role: Customer Service Agent
Hours:  Monday – Friday, 9am-5pm
Salary:  £19,000 pro rata plus monthly incentives and other benefits of working for a FTSE 100 company
Employment Type: Full-Time & Part-Time (20, 30 hours and 37.5 hours) with excellent career development opportunities across Whitbread
Location: Dunstable 

We love people, both our Guests and our team, and we want to make sure they are all looked after throughout their journey with Premier Inn and Whitbread.  As a Customer, or as we call it Reservations Agent, you will be part of our customer service team based in a welcoming and vibrant Contact Centre.

Whether it’s a last-minute booking or a simple enquiry, our goal is to provide a great service to the many customers and future guests that contact us daily.  No two calls are ever the same so be prepared to bring your individual personality, we will teach you the rest!

We’re also really serious about our people. We’ll support you to get whatever you want out of your career.  If that is development, via an apprenticeship, an opportunity to put your service skills to work, or a role to get you back to work after a career break, we’d love to hear from you!

Inside the role:

Our Reservations Agents demonstrate a passion for excellent customer service, converting calls into bookings for our Hotel and Restaurant brands. You will be the first point of contact; our guests have with the Whitbread brand so being able to build rapport and trust is crucial.

We will support building your knowledge of Premier Inn and associated brands allowing you to confidently demonstrate a genuine care for our guests.

What you will be doing:

Becoming part of the Premier Inn family means learning how to provide a market leading, world class customer experience.
Listening to our customer, you’ll talk through their situations to further understand their needs and resolve their issues, ending up with the best solution to suit their stay at our hotels and in most cases a booking.
We’re famous for letting our guests ‘Rest Easy’, this doesn’t just mean when they sleep.  You’ll need to be confident, friendly, and have a professional telephone manner to ensure that all queries are dealt with in the best possible way.
We love a goal, whether it’s the cleanest hotel, reducing our emissions or filling our rooms with happy travellers.  In this role you’ll be working towards targets whilst also ensuring you do the right thing by our guests.  Curiosity is key, you’ll want to find out more so that you can generate quality revenue opportunities and help us to meet our company goals.

What we are looking for:

We do a lot of talking so we really need you to have good English language skills, both written and spoken.
Someone who loves to help people but also enjoys working towards, and hitting, their targets.
You’ll have a confident and engaging telephone manner, naturally building rapport and putting our guests at ease.
We have inhouse systems but it would be great if you’ve got experience of using a computer.  You don’t need to be an expert, we’ll teach you what you need to know but you need to be open to learning.
We want our guests experience to be seamless when they call our Contact Centre, so we just ask that you get to work on time and knuckle down when you’re here and get stuff done.  In return we offer a fantastic working environment, with break out areas and a subsidised canteen. 

Ideally, you’ll have had experience working with customers in the past, it doesn’t need to be phone based though.  If you’re coming from retail, hospitality or straight from school the most important thing to us is your attitude and desire to achieve. 

So, if you see yourself inspiring our guests, driving revenue for our hotel and restaurant brands 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.

In return for your commitment, we’ve got some great benefits to offer:

Great monthly performance incentives to boost your earning potential.
33 days holiday. We are open on bank holidays, so there may be a need for you to work these but in return we give you an extra 8 days holiday to take through the year.
An optional contributory pension matched up to 10%.
Individual BUPA healthcare.
Up to 60% discount on Premier Inn stays and a regular 25% discount in our Restaurant brands.
Access to Whitbread’s Save As You Earn scheme, with a fantastic 20% discount on Whitbread shares.
Recognition for service anniversaries, starting from 1 year.
Access to a range of discounts from everyday brands.
Charity donations through our Give and Match and Raise and Match schemes.
A collaborative work culture that focuses on enabling your success and continuing your personal development.

#LI-MM1

 

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcome your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQ+ community (those who identify as lesbian, gay, bi, trans, and non-binary or those who use a different LGBTQ+ term), are strongly encouraged to build a career with us. We are open to part-time and flexible working and, where possible, will try to support this.

Job ref: 782520-1629
Advertised: 23 Aug 2022

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