At a Glance
- Tasks: Engage with guests, resolve complaints, and enhance their experience across various platforms.
- Company: Join Marston's, the UK's leading local pub company focused on guest satisfaction.
- Benefits: Enjoy a competitive salary, hybrid working, and 33 days annual leave.
- Other info: Embrace a supportive culture that values your personality and passion.
- Why this job: Be part of a dynamic team making a real difference in guest experiences.
- Qualifications: Experience in handling complaints and strong communication skills are essential.
The predicted salary is between 25500 - 25500 £ per year.
We are looking for a Guest Experience Advisor to join our Guest Experience function, with a dedicated focus on managing escalated guest complaints. This is a varied, customer-facing role which is key to delivering our company strategy to become the UK's number one local pub company. Acting as a primary point of contact for both guests and employees, you will play a vital role in ensuring an exceptional experience for all Marston's guests. The role involves managing guest interactions, handling escalated complaints, addressing enquiries and resolving issues while also providing guidance and support to field teams to improve the guest experience at a local level through our core CX platform, Reputation.
With a new business strategy and an even greater focus on delivering for our guests, there has never been a more exciting time to join us.
Responsibilities- Engage with guests in a warm and professional manner via phone, email and social media
- Take ownership of escalated, multi-issue and sensitive complaints from initial contact through to full resolution
- Resolve concerns promptly and effectively, always aiming for a positive outcome
- Accurately document and track guest issues using our CX platform (Reputation), capturing root causes and key insights
- Work closely with internal teams (operations, food safety, marketing and corporate affairs) to ensure aligned and effective responses
- Proactively manage and follow up your caseload, ensuring all cases are resolved within agreed timescales
- Ensure compliance with Data Protection legislation, handling personal information responsibly at all times
- Provide guidance and support to pub and operational teams on all aspects of the Reputation platform
- Support through calls, emails and Teams screen sharing sessions
- Contribute to the design and delivery of training materials, webinars and workshops
- Monitor key guest metrics, including Reputation scores, to identify trends and areas requiring focus
- Work collaboratively with Service Desk, Data and Digital teams to optimise guest experience insights and improve scores
- Proven experience handling escalated or complex complaints, from investigation to resolution
- Excellent written and verbal communication skills
- Strong problem-solving ability with a customer-first mindset
- A proactive, positive approach and the ability to engage confidently with a range of stakeholders
- Good technical skills and the ability to quickly learn new systems (experience of CX or CRM platforms is desirable, but not essential)
- Resilient, solutions-focused, confident handling of complex situations
- £25,500 per annum
- 35 hours per week
- Award-winning modern & sustainable office with the option of hybrid working
- 33 days annual leave with option to buy/sell up to 5 additional days per year
- Enhanced parental leave policies
- 30% discount off food & drink in Marston's pubs and Marston's Inns accommodation
- Apprenticeship programmes – offering development at any stage of your career
- NITA award training team induction and training
- Enhanced Maternity & Paternity leave
- Marston's Cheers Reward & Recognition Platform (earn points to spend on discounts and high-street retailer perks)
- Save as you earn scheme
- Employee assistance programme, confidential 24/7 helpline for wellbeing
- Pension scheme with additional Life Assurance and Group Income Protection cover
- Health Screening Discounts
- Long Service Awards
- Gym Discounts
- 24-hour GP helpline
- Mortgage Advice and support
- Healthcare Cash Plan
Come as you are. Personality and passion is important to us. No judgement on where you've come from, or your story to date, just a need for the right attitude and an ambition that matches ours. We'll accept you and celebrate you for being you.
Guest Experience Advisor in Wolverhampton employer: Marston's PLC
Marston's is an exceptional employer that prioritises a vibrant work culture and employee growth, making it an ideal place for a Guest Experience Advisor. With a focus on delivering outstanding guest experiences, employees benefit from comprehensive training programmes, hybrid working options, and generous leave policies, all within a modern and sustainable office environment. The company values individuality and passion, fostering an inclusive atmosphere where every team member can thrive and contribute to our mission of becoming the UK's number one local pub company.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Advisor in Wolverhampton
✨Tip Number 1
Get to know the company! Before your interview, dive into Marston's values and mission. This will help you connect your experiences with their goals, showing them you're not just another candidate but someone who truly gets what they're about.
✨Tip Number 2
Practice makes perfect! Role-play common interview scenarios with a friend or family member. Focus on how you'd handle escalated complaints and showcase your problem-solving skills. The more comfortable you are, the better you'll shine during the real deal!
✨Tip Number 3
Be ready to share your stories! Think of specific examples where you've turned a negative guest experience into a positive one. This will demonstrate your customer-first mindset and show that you can handle complex situations with ease.
✨Tip Number 4
Don't forget to follow up! After your interview, send a quick thank-you email. Mention something specific from your conversation to remind them of your chat. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Guest Experience Advisor in Wolverhampton
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A bit of warmth and authenticity can go a long way in making your application stand out.
Tailor Your Experience:Make sure to highlight your experience with escalated complaints and customer service. We’re looking for someone who can handle tricky situations with ease, so share specific examples that showcase your problem-solving skills and customer-first mindset.
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and make sure your key points about your skills and experiences are front and centre.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our company culture there.
How to prepare for a job interview at Marston's PLC
✨Know the Company Inside Out
Before your interview, take some time to research Marston's and their approach to guest experience. Familiarise yourself with their values, recent news, and how they aim to be the UK's number one local pub company. This will not only show your enthusiasm but also help you tailor your answers to align with their goals.
✨Prepare for Common Scenarios
Think about past experiences where you've handled escalated complaints or complex situations. Be ready to share specific examples that highlight your problem-solving skills and customer-first mindset. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Communication Skills
As a Guest Experience Advisor, excellent communication is key. Practice articulating your thoughts clearly and confidently. You might even want to role-play common scenarios with a friend to get comfortable with handling different types of guest interactions, whether over the phone, email, or social media.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about how the team uses the Reputation platform to enhance guest experiences or what challenges they currently face in managing guest complaints. This shows your genuine interest in the role and helps you understand how you can contribute effectively.
