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- Tasks: Engage with customers through calls, emails, and social media to provide top-notch service.
- Company: Village Hotels creates vibrant spaces for work, play, and relaxation across the UK.
- Benefits: Enjoy discounts on stays, food, wellness memberships, and flexible working hours.
- Why this job: Join a fun, supportive team that values individuality and offers exciting training opportunities.
- Qualifications: No prior experience needed; just bring your passion for customer service and a positive attitude.
- Other info: Be part of a growing company with a focus on mental well-being and community engagement.
The predicted salary is between 28800 - 43200 £ per year.
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Role Title: Contact Centre Sales and Service Advisor
Responsible for: N/A
Reporting to: Contact Centre Team Leader
Purpose Of The Role
- To be a key part of a multi skilled team that really excels in customer service through inbound/outbound calls and other multi communication channels.
- Provide an industry leading service to all customers that positively promotes the brand and Village values.
- Manage Customer Service contacts across all channels including email, voice, chat, social media, travel agent portals and other digital channels.
- Responsibilities include but are not limited to delivering sales & service for all business and leisure customers, gym members, corporate clients and travel agents.
You achieve this by;
- Responding to all enquiries in a timely, confident & professional manner, displaying a clear & comprehensive knowledge of the hotels, their facilities and details, taking every opportunity to up sell & refer business at all times.
- Ensure that all relevant customer information is captured accurately at first point of contact and is protected at all times to ensure that information gathering regulations are adhered to (GDPR, PCI).
- Ensure that all communication is recorded effectively and relevant stakeholders are advised of action required.
- Ensure all communication & correspondence is logged according to policy for each contact with a customer or member.
- Support with the resolution of complaints/issues politely and swiftly ensuring the customer is fully communicated too on the steps to be taken and time scales. Ensure that the escalation process or referral to another department process is logged and followed if the customer contact is out of your spectrum of knowledge.
- Carry out ad hoc administrative duties as required to fulfill each contact & those directed by your Team Leader for the business.
- Ensure that all revenue opportunities are maximised and other targets are achieved in all communication with customers.
- Maximise add on opportunities in subsequent customer contact.
- Ensure the customer has a clear and transparent understanding of any terms and conditions connected with a booking .
- Ensure that all relevant information for bookings is communicated to the hotel inline with company procedures.
- To build and maintain close internal working relationships to ensure the successful delivery of the team objectives and targets. To support colleagues within the department and the wider team to achieve company targets
Key Performance Indicators
- Take ownership for your own KPIs including but not limited to sales, customer contact, quality and adherence.
- Customer satisfaction reflected in positive feedback
- Standard Operating Procedures are followed.
- Acceptable levels of absenteeism
- Excellent inter-departmental communication and co-operation
- High morale within the Team and no issues with teamwork of all stakeholders.
- Highly motivated self starter with a can do attitude
- Track record of delivering both sales and service in a hospitality environment.
- Passionate about becoming a product expert, actively acquire knowledge about the company and products
- Excellent communication skills across all channel type
- Exceptional eye for detail
- Must demonstrate flexibility to adapt to different work types
- Capable of handling objections and negotiating with confidence
Work, Grow, Play! Here at Village Hotel Club we are all about embracing personality, individualism and fun. Forget stuffy hotels built around formality, pomp and ceremony. We create lively, modern spaces for our guests to work, eat, relax, play and exercise. With hotels and leisure clubs Aberdeen to Bournemouth and more opening soon, we rely on you to deliver service that puts us head and shoulders above the competition.
Join us and we can offer you benefits* such as…
- Complimentary Health and Wellness Membership at your home Club for you and a family member/ friend worth £1,500 a year.
- Discount on all overnight stays at Village Hotels, meaning you can experience our hospitality from £35 with a friend and even grab an excellent breakfast.
- Friends and Family discounted stays from £49 including breakfast
- 50% discount on Food and Drink purchased on or off shift at any Village Hotel Pub & Grill
- 30% discount on and off shift in our Village Hotel Starbucks stores
- Excellent training and development including our Rising Stars and Talent Academy programmes
- A much more exciting way to train across several areas in the hotels, utilising our exciting Mobile Gaming training platform.
- Discounts and cashback offers on many High Street Brands and Supermarkets.
- A range of Well-being and Healthcare benefits and monthly well-being programmes for all employees to support your mental health
- Putting your Mental Wellbeing first with Mental Health first aiders and up to 2 mental health days to utilise annually.
- Financial wellbeing support and salary drawdown via Wagestream
- Access to our Employee Assistance Programme, offering support and counselling
- Flexible working hours
- A fun, supportive and inclusive work environment with regular team events
- Excellent Reward and Recognition Incentive schemes
- Anniversary rewards for key milestones of service
- Electric car salary sacrifice scheme
- Have your birthday off guaranteed
- Discounted Health Cash plan and Sick pay Insurance.
- A host of BIG People Days to celebrate, reward and recognise our wonderful employees and their local communities.
- Enhanced maternity and paternity benefits and pay
- Company Pension scheme
- Life Insurance
- T&C’s apply based on your contract
Come and be part of something new & something special – Work, Grow & Play the Village way!
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Sales & Service Advisor (Full Time) employer: Village Hotels
Contact Detail:
Village Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sales & Service Advisor (Full Time)
✨Tip Number 1
Familiarise yourself with Village Hotels' brand values and services. Understanding their unique offerings will help you engage confidently with customers and demonstrate your commitment to the company during interviews.
✨Tip Number 2
Practice your communication skills across various channels, such as phone, email, and social media. Being able to showcase your versatility in handling customer interactions will set you apart from other candidates.
✨Tip Number 3
Prepare for role-play scenarios that involve sales and service situations. This will help you think on your feet and show potential employers that you can handle objections and upsell effectively.
✨Tip Number 4
Network with current or former employees of Village Hotels. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Sales & Service Advisor (Full Time)
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Sales & Service Advisor position. Understand the key responsibilities and required skills, such as excellent communication and customer service abilities.
Tailor Your CV: Customise your CV to highlight relevant experience in sales and customer service. Use specific examples that demonstrate your ability to handle customer inquiries and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Village Hotels' values. Mention how your skills align with the role and express your enthusiasm for contributing to their team.
Highlight Key Achievements: In both your CV and cover letter, include quantifiable achievements from previous roles, such as sales targets met or customer satisfaction ratings. This will help you stand out as a candidate who can deliver results.
How to prepare for a job interview at Village Hotels
✨Know the Company Inside Out
Before your interview, make sure to research Village Hotels thoroughly. Understand their values, services, and what sets them apart in the hospitality industry. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Demonstrate Your Customer Service Skills
As a Sales & Service Advisor, exceptional customer service is key. Prepare examples from your past experiences where you successfully handled customer inquiries or resolved complaints. Highlight your ability to communicate effectively across various channels.
✨Showcase Your Sales Acumen
Since the role involves upselling and maximising revenue opportunities, be ready to discuss your sales experience. Share specific instances where you successfully increased sales or met targets, demonstrating your ability to drive results.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess how you would handle specific situations, such as difficult customers or high-pressure environments. Practice your responses to these scenarios, focusing on your problem-solving skills and ability to remain calm under pressure.
