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Business Support Executive

Contract type: Permanent

Category: Sales & Distribution

Location: Dunstable

Job Title: Business Support Executive Grade: S11 Location: Dunstable (4 days per week in the office)

Job Overview:

The B2B Support Executive’s key focus will be to support internal and external stakeholders in relation to our Business Products; Business Booker and Business Account and to develop key relations with the Sales Managers, assisting them with proactive sales activity and support for both the UK and Germany. As well as supporting a portfolio of managed accounts that require additional support from us.

A large focus of your role will be responsible for proactive customer activity including contacting customers for information we have not obtained to further support projects within the business, low touch sales activity including the responsibility of our self-serve customers, as well as other customer activity required by the business.

You will be responsible for the successful management and resolution of day to day issues and enquiries from internal stakeholders and external stakeholders; travel managers, bookers, stayers and other stakeholders within their organisations in relations to our Business Products. This will also include enquiries regarding our any of our customer touch points post sale.

This includes but is not limited to; making, amending and cancelling transient bookings, dealing with Business Booker, Business Account and invoice queries as well as the appropriate support of customer complaints and refunds.

*Full information is detailed in the attached job description.

Download File Job Description- Business Support Executives.docx


Minimum Skills/Experience Required:

• Ability to manage, meet and exceed expectations (customer focused mind set)
• Knowledge of key sales tools
• Know how to productive relationships with team and colleagues, both internally and externally. Able to identify and support the best resources to effectively deliver against goals
• Able to sell Business Flex to self-serve customers
• Understand and present Whitbread’s 3 core customer solutions
• How to deal effectively which challenging or ambiguous situations, or challenging customers
• Perceptive of impact or opportunity of wider issues on the immediate business environment
• Experience supporting customers through a web chat service
• Ability to grow & develop strong working relationships with business customers
• Experience using the following tools; Business Booker, Business Account MI portal, Ring Central (Telesales portal), Microsoft Dynamics 365, Sales Portal and CAFÉ X.
• Strong understanding of Whitbread’s sales processes
• Ability to build genuine rapport and trust to win support at all levels of an organisation externally and internally
• Strong understanding and ability to explain what Business Booker, Business Account and Commercial Agreements could mean for a customer, the values and benefits of all.
• Dealing with difficult business customers, complaints and queries from customers and or the sales team. Effectively manage these and understand where in the business you need to go to resolve these situations.
• Excellent ability to build internal relationships across Premier Inn teams and engage multi-functional resources around key tasks.
• Excellent telephone, email and web chat manner.
• Ability to uncover new opportunities through an inquisitive mindset, questioning style and strong listening skills
• Experience in working in a collaborative/team-based environment, sales experience or experience being an SME in a business product
• Proven experience in self-learning and honing own skills and knowledge
• Sales experience, or experience in a sales environment


• Bonus: Up to 10% company performance related bonus
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands
• Company Share save Scheme: Share in Whitbread’s continued success.

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 welcomes your application whatever your background or situation.

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

Job ref: 834156-2028
Advertised: 26 Jun 2024

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