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Senior Advisor

Contract type: Secondment

Category: Customer Service & Customer Contact Centre

Location: Dunstable

The Senior Advisor will support the Guest Relations Team Manager to deliver an exceptional level of service to Premier Inn guests through oversight and support as well as business improvement activity...

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.
  • Increasing the technical/product knowledge and competence of the Guest Relations Advisors

  • Manage Processes for monitoring guest contact volumes & type to ensure effective use of resource to achieve SLA’s.

  • Reduce costs by ensuring appropriate feedback is logged on booking system

  • Management of the Central refunds(cash/cheque/BACS) Process for Premier Inn

  • 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

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