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- Tasks: Assist customers with bookings and queries, ensuring a fantastic experience.
- Company: Join Robinsons Brewery, a respected name in British brewing.
- Benefits: Enjoy a competitive salary, hybrid working, and generous annual leave.
- Other info: Ongoing training and career progression opportunities await you!
- Why this job: Be part of a fun team and make a real difference in customer service.
- Qualifications: Great communication skills and previous hospitality experience preferred.
The predicted salary is between 25000 - 32000 £ per year.
Customer Hub Service Advisor – Full Time Role (includes weekends)
Are you passionate about customer service? Are you looking for a new challenge? Fancy working from the comfort of your own home? If so, this could be the perfect role for you.
Robinsons Brewery is one of oldest and most respected names in British brewing history. Based in Stockport, we are now looking for customer service ambassadors to join our ’Customer Hub’ team. This is an exciting opportunity for an individual who is passionate about the industry, is super organised and has an exceptional knowledge of pubs and hotels to get into a diverse support role within an innovative family run pub company.
What you’ll be doing:
- Handling inbound ‘conversations’ through a variety of channels including calls and emails across the managed pub estate.
- Supporting customers with table & accommodation bookings and general queries.
- Offer advice and recommendations to enhance the customer booking experience
- Building relationships and engaging customers by going the extra mile, seizing opportunities to upsell products and services when they arise.
This is a great opportunity for someone with prior bookings experience, reception work or even someone currently working within hospitality. This is a hybrid role, working 5 out of 7 days including weekend work and bank holidays. You will ideally be based in the Northwest and have a full driving license and your own transport as the role will require regular travel to our office in Stockport or out in trade 2 days out of 5.
About you:
- Must be able to work weekends
- Experience working within the pub or hotel sector is beneficial
- Previous experience working and dealing with reservations in a similar environment would be desirable
- You will need to be able to work from home uninterrupted with a strong internet connection (minimum 35 mbps).
- You will need a full driving license and access to your own vehicle. You will occasionally be required to travel to our pubs and inns around the Northwest and North Wales.
- Great customer service and communications skills to handle guests’ requests
- Have strong interpersonal and organisational skills and ability to work under pressure in a high-volume environment
- Excellent written and verbal communication skills. You must be confident communicating by telephone and email.
- Be able to remain calm under pressure to deliver the best guest experience
- Strong attention to detail
The successful candidate will be confident, passionate, extremely organised and a strong independent worker. Educated to GCSE Level or equivalent with a good degree of competency and familiarity with IT software packages, including MS Office, (including Word, Excel and PowerPoint) is essential. Previous experience using CRM systems such as Zonal, High-Level Software and Twilio would be beneficial.
You will start with a comprehensive training programme at our Stockport head office, supported by ongoing coaching and one-to-one meetings with your mentor to support you through our systems and processes.
What we offer…
- Full training and equipment provided.
- Fun working environment
- Working from home 3 days a week.
- Guaranteed day off on Christmas Day and Boxing Day!
- Unique on the job training and development.
- Excellent individual and bespoke career progression
- Generously discounted staff rates across the Robinsons Managed Houses and Individual Inns estate with Food & Beverage and hotel discounts.
- Free onsite staff parking
- 35 days annual leave, including Bank Holidays (Pro-Rata)
- Employee discount on food, drink and accommodation at all our managed pubs and hotels.
- Scottish Widows pension plan with life assurance
- Private medical insurance policy
Schedule:
- 40 hours a week
- 8-hour shift with 1 hour lunch break.
- Shifts are between the hours of 9am-6pm and 10am-7pm, 5 days a week.
- This role includes regular weekend work with two days off during the week.
Education:
- GCSE or equivalent
Licence/Certification:
- Driving Licence and access to your own vehicle required.
Willingness to travel:
- Around 40% of your allocated shifts, will require travel to the office or one of our managed pubs or hotels.
Job Type: Full-time
Salary: £28,770 per annum
If you have a friendly outlook and a passion for great customer service then we want to hear from you!
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Customer Hub Advisor employer: Robinsons Brewery
Contact Detail:
Robinsons Brewery Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Hub Advisor
✨Tip Number 1
Get to know the company! Research Robinsons Brewery and their values. When you understand what they stand for, you can tailor your conversations to show how you fit right in with their culture.
✨Tip Number 2
Practice your phone skills! Since you'll be handling calls, it’s crucial to sound confident and friendly. Try role-playing with a friend or family member to get comfortable with common customer queries.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve turned a negative situation into a positive one. This will help you stand out during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Hub Advisor
Some tips for your application 🫡
Show Your Passion for Customer Service: Make sure to highlight your love for helping people and providing excellent service. Use examples from your past experiences that demonstrate how you've gone the extra mile for customers.
Tailor Your Application: Don’t just send a generic application! Take the time to customise your CV and cover letter to reflect the specific skills and experiences that match the Customer Hub Advisor role. We want to see how you fit into our team!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Robinsons Brewery
✨Know Your Customer Service Basics
Brush up on your customer service principles before the interview. Understand what makes a great customer experience and be ready to share examples of how you've gone the extra mile in previous roles.
✨Familiarise Yourself with the Company
Do some research on Robinsons Brewery and their pubs. Knowing their values, history, and what they offer will help you tailor your answers and show genuine interest in the role.
✨Prepare for Common Scenarios
Think about potential scenarios you might face as a Customer Hub Advisor. Prepare responses for handling difficult customers or upselling products, as these are likely to come up during the interview.
✨Show Off Your Communication Skills
Since this role involves a lot of communication, practice articulating your thoughts clearly. You might want to do a mock interview with a friend to get comfortable speaking about your experiences and skills.