At a Glance
- Tasks: Deliver excellent customer service across social media and online channels.
- Company: Join a vibrant team at Mitchells & Butlers, known for its inclusive culture.
- Benefits: Enjoy 33% discount on meals, 26 days holiday, and free shares!
- Other info: Work remotely or from our Birmingham office with fun team events!
- Why this job: Make a real impact by helping guests and resolving their feedback.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 22000 - 26000 € per year.
Do you have a passion for delivering excellent customer service and looking for a new challenge? We have a fantastic 6-month fixed term opportunity for a Guest Care Representative to deliver excellent customer service across social media, online channels and email. You will be acting as a first point of contact for all our guests across our pubs & restaurants across a variety of channels and ensuring feedback is captured accurately and guided to resolution in good time.
Working remotely and at our Birmingham City Centre Head Office, you’ll be part of our friendly Guest Care Social Media Team and will be required to work an average 35 hour a week shift pattern; these days will include Saturday and Sunday, covering a variety of shifts.
You’ll be well rewarded with a massive 33% discount across all our brands, and you can also choose FIVE of your nearest and dearest and sign them up to a 20% family and friend’s discount. We offer a pension, 26 days paid holiday (pro-rated), private medical plan, high-street shopping discounts, and free shares. There's also a free employee helpline to support you with whatever life throws at you.
The Opportunity – Guest Care Representative
- Capturing information accurately enabling feedback to be investigated and responded to effectively.
- Handling feedback via online channels and emails and referring unresolved feedback to our pub/restaurant managers or internal experts.
- Providing administrative support to our pub/restaurant managers in facilitating feedback resolution.
- Working within agreed timescales, ensuring our guests and internal customers receive prompt and flawless service.
- Complying with Data Protection legislation at all times with the correct treatment of personal information being of utmost importance.
What you’ll need to bring to the Guest Care Representative role:
- Experience in complaint or customer service handling, following and ensuring relevant processes are applied.
- Ability to be flexible in a highly reactive environment.
- Able to absorb and retain information quickly.
- Excellent written communication skills, fluency in conveying information constructively, personably and accurately.
- Strong social communication skills, ability to adapt tone to various audiences within a variety of communication channels.
- A thorough accurate approach with a good eye for detail.
- Good organisational skills.
- Comfortable in the digital world with use of apps/programmes/software including Microsoft Office applications, Outlook, Excel.
At M&B we value the unique perspectives each person brings. We believe that by fostering a culture of inclusion, respect, and allyship, we create a sense of belonging, engagement and teamwork which are essential to delivering great guest experiences. Join us and be a part of a great team.
Sounds like an opportunity where you could make a difference? Apply for this role today and we’ll be in touch to explore how you could be part of our exciting journey.
Guest Care Representative - Social Media in Birmingham employer: Mitchells & Butlers PLC
Mitchells & Butlers is an exceptional employer that prioritises employee well-being and growth, offering a vibrant work culture where diversity and inclusion are celebrated. As a Guest Care Representative, you'll enjoy generous benefits including a 33% discount across all brands, 26 days of paid holiday, and opportunities for social engagement with colleagues, all while working from the comfort of your home or at our Birmingham City Centre Head Office. Join us to be part of a supportive team dedicated to delivering outstanding guest experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Care Representative - Social Media in Birmingham
✨Tip Number 1
Get social! Engage with the company on their social media platforms. Comment on their posts, share your thoughts, and show your passion for customer service. This not only gets you noticed but also gives you a feel for their brand voice.
✨Tip Number 2
Practice your communication skills. Since you'll be handling feedback across various channels, try role-playing scenarios with friends or family. This will help you convey information clearly and adapt your tone to different audiences.
✨Tip Number 3
Be proactive! If you see any recent guest feedback online, think about how you would respond. Crafting thoughtful replies can showcase your problem-solving skills and attention to detail, which are key for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the team. Don’t forget to highlight your relevant experience in customer service when you do!
We think you need these skills to ace Guest Care Representative - Social Media in Birmingham
Some tips for your application 🫡
Show Your Passion for Customer Service:Make sure to highlight your love for delivering excellent customer service in your application. We want to see that you genuinely care about helping guests and resolving their issues, so share any relevant experiences that showcase this passion.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. Use keywords from the listing, like 'excellent written communication skills' and 'flexibility in a reactive environment', to show us you’re the perfect fit.
Be Personable and Constructive:When writing your application, remember to convey your personality! We’re looking for someone who can communicate constructively and personably, so let your unique voice shine through while keeping it professional.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Mitchells & Butlers PLC
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially around handling complaints. Be ready to share examples of how you've successfully resolved issues in the past, as this role is all about delivering excellent service across various channels.
✨Familiarise Yourself with Social Media Platforms
Since you'll be engaging with guests through social media, make sure you know the ins and outs of platforms like Facebook, Twitter, and Instagram. Think about how you would respond to different types of feedback or queries on these channels.
✨Demonstrate Your Communication Skills
Prepare to showcase your written communication skills during the interview. You might be asked to draft a response to a hypothetical guest query, so practice conveying information clearly and personably, adapting your tone to suit different audiences.
✨Show Your Organisational Skills
This role requires good organisational skills, so be ready to discuss how you manage your time and tasks effectively. Think of examples where you've juggled multiple responsibilities and still delivered great results, especially in a fast-paced environment.
