Customer Experience Advisor

We are looking for a Customer Experience Advisor to join our Guest & Operational Excellence function. This is a varied, customer-facing role which is key to the delivery of our company strategy to be the UK’s number 1 local pub company.

Acting as a primary point of contact for both guests and employees, the Customer Experience Advisor will ensure an exceptional experience for all Marston’s guests. This role involves managing guest interactions, addressing enquiries and resolving issues, whilst providing guidance and support to field teams to improve guest experience at a local level through fully utilising Marston’s core CX (Customer Experience) platform; Reputation. The role will be based at our modern offices in the centre of Wolverhampton.

With a new business strategy and even bigger than ever focus on delivering for our guest there has never been a more exciting time to join the business. So, if you’re self-motivated and wish to work in a positive environment for a company that genuinely values and respects its staff – then Marston’s is right up your street. Exciting opportunities like this one really don’t crop up too often; so, don’t delay with your application.

Key Responsibilities:

Guest Interaction and Issue Resolution

1. Engage with guests in a warm and professional manner via various communication channels (i.e. phone, email, social media)
2. Address and resolve guest complaints and concerns promptly and effectively, ensuring a positive outcome
3. Document and track guest issues effectively using the CX platform, ensuring root cause and other relevant information is captured accurately
4. Proactively monitor and follow up complaints caseload to full resolution, working closely with other departments to ensure agreed timescales are adhered to by all parties.
5. Ensure compliance with Data Protection legislation at all times

Guest Experience Support & Advice

1. Provide support and guidance to pub and operational teams on all aspects of our CX platform (Reputation), managing calls, emails and virtual sessions
2. Supporting with the design and delivery of training materials, webinars and workshops on around all aspects of guest experience, complaints handling and CX platform usage
3. Proactively monitor key guest metrics to identify pubs and areas requiring additional focus, working closely with field teams
4. Work collaboratively with internal tech and data teams to optimise key guest experience information and drive pub Reputation scores

What we’re looking for:

1. Previous experience in complaint handling and negotiating resolutions through to a satisfactory outcome is essential
2. Excellent verbal and written communication skills are a must - an ability to construct empathetic and professional responses back to guests whilst building rapport with people on the phone will make you star in this role
3. A high level of initiative and a problem-solving skills with a strong customer-focussed attitude
4. Technical proficiency, with the ability to get to grips with a large business platform – familiarity with large CX or CRM platforms would be desirable however full training will be provided
5. A strong sense of empathy with the ability to understand and respond appropriately to guest needs and emotions
6. Strong attention to detail with a meticulous approach
7. Proactive and enthusiastic, keeping all parties on track with responsibilities and timescales whilst actively seeking out opportunities to improve guest experience scores
8. This role is primarily Monday to Friday based but may require some weekend working in line with demand.
   (Maximum requirement for one weekend per month based on a flexible working schedule of 5 out of 7 days)

What you get from us -At Marston’s we put our people first, which is why we offer real benefits alongside the expected, these include:

1. Apprenticeship programmes- offering training & development at any stage of your career
2. Enhanced Maternity & Paternity Leave (Subject to 26 weeks service at 15 weeks prior to EWC)
3. 30% off in Marston’s pubs and 20% off accommodation through our privilege card
4. Marston’s Cheers Platform (discounts on many high street and online major retailers)
5. Share save incentive scheme
6. Employee assistance programme-including various wellbeing support services, a completely confidential 24/7 helpline, up to 6 counselling sessions and more online services

Come as you are. Personality and passion are so important. No judgement on where you’ve come from, or your story to date, just a need for the right attitude and an ambition that matches ours. We’ll accept you and celebrate you for being you.

We can’t wait to see what we can make happen together.#MarstonsWherePeopleMakePubs