Guest Experience Advisor - Full Time - Seasonal/Fixed Term for 3 months Manchester, England
Job description
Our Guest Service Centre is a busy Contact Centre within the heart of our business, helping our guests who visit our cinemas in the UK and Ireland.
We look after a range of queries such as our Loyalty scheme members and much more, via phone, webchat, social media and email.
Your day could be spent helping one Guest to rearrange their booking for a romantic evening, first ever visit to the cinema or speaking to one of our myLIMITLESS members about updating their payment details - Every interaction is different and helps to enrich our guest's experience.
You will deliver exceptional one touch resolution guest (customer) service through phone and online platforms, ensuring that the guest’s cinema experience is enhanced through a comprehensive support service.
Our Guest Service Centre work between the hours of 1000-1700 Monday-Sunday on a hybrid working basis, however we do ask for a degree of flexibility when it comes to big film releases or major events.
We are currently recruiting for Full Time (35 hours per week) Advisors who are able to commit to working both weekday and some weekends.
PLEASE NOTE THAT THIS POSITION IS FOR A FIXED TERM SEASONAL ROLE OF 3 MONTHS (with the possibility of being made permanent after this time)
Interviews for this role are due to take place in Manchester on 7/8/9 June. Successful candidates will commence on 26th June for our Guest Experience Advisor training.
Key Accountabilities:
- Delight our guests by providing exceptional customer service for a wide range of queries.
- Achieve daily, weekly and monthly departmental KPI’s set by Team Manager and Guest Service Centre Manager.
- Provide one touch resolution for every guest by resolving queries/complaints in a professional and friendly manner, and proactively offer information to add the greatest value possible to the guest experience.
- Ensure each guest interaction is captured on appropriate system and any associated administrative work is completed in a timely manner.
- Maintain awareness of new promotions and guest offers and communicate these effectively.
Key Skills:
- Experience in a guest service/contact centre desirable
- Strong written and spoken English skills, with the ability to use grammar and punctuation appropriately.
- Excellent communicator, able to modify tone and language to the situation, both in writing and verbally.
- Friendly and professional manner across all contact channels (web chat, phone, email, social media)
- Possess a track record of maintaining high quality whilst working under pressure
- Resilience and adaptability with the flexibility to multitask
- Genuine passion for going that extra mile, not just with Guests, but in support of your team.
- Able to use Word, Excel, Outlook and PowerPoint
- Ability to take constructive feedback and use it for personal development
ODEON benefits:
- Unlimited free cinema tickets for you, and 12 friends and family tickets every three months
- 40% discount on our food and drinks, including our in-cinema Costa Coffee stores
- Free access to our confidential Employee Assistance Programme – an online platform that offers advice and support on topics including finance, health, and mental wellbeing
- The opportunity to gain professional qualifications through our Bright Lights Apprenticeship scheme
- Fantastic career development opportunities across our cinemas and support offices
- Monthly rewards and recognition schemes
- Pension scheme
At ODEON Cinemas Group, everyone is welcome. We make movies better by bringing all our incredible differences and our different ways of thinking together with our passion for cinema, to deliver inspiring entertainment experiences for our guests. We are all individuals, and we recognise that everyone brings something special to our team.
Starting from the moment you apply, Diversity, Equity and Inclusion is embedded into all parts of the colleague journey, and we welcome individuals from all backgrounds. We select colleagues based on merit and the passion they show for their role.
We are proud to partner with 'ReciteMe' to offer accessible tools to support you with your job application. Simply click on 'Accessibility Tools' at the top of the job advert screen. Should you require additional help from our team, whether that's to support with your application through to making adjustments to our recruitment process to assist you, we will be more than happy to help - drop us an email to [email protected] and we will be back in touch to help you!
