Loungers Customer Insights Co-Ordinator (weekend working) Bristol, England
Job description
About the role:
We are looking for a Customer Insights Co-Ordinator to join our team! Responsible for supporting the Customer Insights Manager in all areas of guest led data, this role will oversee post-visit survey data, mystery diner audits, site KPI’s and social trends over the weekend.
Working on a part time basis from 8am till 5pm remotely on Saturday and Sundays, you will be an essential resource for our ops team to have visibility of customer experience across key days of trade. The voice of our three brands over the weekend, our Customer Insights Administrator will interact with our customer on social platforms – responding to queries and questions - and via our customer inboxes.
Key Responsibilities of the role:
- Populate and compile daily ops feedback summaries for all three brands (Lounge, Cosy Club, Brightside)
- Manage internal e-mail accounts, ensuring that any complaints are logged on our review aggregation platform (Feed It Back) and escalated where appropriate
- Overview of our three brand Feed It Back accounts, allocating and assigning feedback to the relevant sites/Operations Managers
- Overview of all brands social platforms (Facebook, Twitter, Instagram) , responding to direct messages and on-post comments, interacting with guests and escalating complaints where appropriate
- Reposting any User Generated Content and interacting with location-tagged content across brand social channels
- Respond to customer to answer any generic ‘central’ questions or reply with holding email as acknowledgement
- Escalate any ‘red flag’ feedback to senior management, ensuring potential for brand damage is minimized
- Support with Ad-hoc reporting for ops team
- Maintain and update in-house reports to include new openings as and when required
Skills & Experience required:
- Experience working in a customer facing role dealing with complaints (hospitality, retail, etc)
- Confident in all Microsoft Office products, with a particular skill set in Excel
- Able to interpret and slice raw data into presentable reports
- Confident in usage of key social platforms (Facebook, Twitter & Instagram)
- Able to work to deadlines
- Confident communicator with multiple roles within the business
What’s in it for you?
In return for everything you can bring to us, we can offer you a great opportunity to develop your career within a very high performing, fast-growing and dynamic business.
As well as a competitive salary and bonus potential you will become eligible to join our share-save-scheme, will receive food & drink perks including a generous staff discount and enjoy a culture that welcomes individuality, drive and ambition.
Job Types: Part-time, Permanent
Part-time hours: 14 per week
Salary: £85.00-£90.00 per day
Benefits:
- Casual dress
- Company events
- Discounted or free food
- Employee discount
- Profit sharing
Supplemental pay types:
- Bonus scheme
- Loyalty bonus
Job Type: Part-time
Salary: £85.00-£90.00 per day
Benefits:
- Casual dress
- Company car
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Profit sharing
- Relocation assistance
- Work from home
Schedule:
- Every weekend
Work Location: In person
