Role: Guest Relations Senior Advisor
Grade: S12
Location: Dunstable
Type of role: 4 month secondment
You will provide expert technical knowledge and coaching on GR processes and brand values. Monitoring both quality and performance to ensure an excellent and efficient service.
What you'll be doing:
- Co-ordinating with cross functional teams and stakeholders across sites to improve business processes and reduce costs through refunds and ex-gratia.
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Increasing the technical/product knowledge and competence of the Guest Relations Advisors
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Manage Processes for monitoring guest contact volumes & type to ensure effective use of resource to achieve SLA’s.
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Reduce costs by ensuring appropriate feedback is logged on booking system
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Management of the Central refunds(cash/cheque/BACS) Process for Premier Inn
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Provide expert direction on complaint handling as and when required to operational teams
What we're looking for:
- Experience of coaching and mentoring staff
- Excellent communications skills
- Ability to stay calm under pressure
- Ability to deal with escalated customer queries
- Strong customer service experience
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: 807470-2028
Advertised: 25 May 2023
Application closed: 08 Jun 2023
