Customer Service Advisor

Everyman Cinema Group; Greater London; On-site

Job description

EVERYMAN – CUSTOMER SERVICE ADVISOR (CONTACT CENTRE) FULL-TIME & PART-TIME

I’M GONNA MAKE YOU AN OFFER YOU CAN’T REFUSE.

Lights. Camera. ACTION! Do you want to be part of the revolution that’s redefining cinema?

Are you an experienced Customer Service Advisor looking to join one of the UK's fastest-growing independent cinema businesses? Then…..

YOUR MISSION, SHOULD YOU CHOOSE TO ACCEPT IT.

To join our new Membership Support Centre based in Islington, London. As part of Everyman’s ongoing evolution, we will be creating an internal Customer Service function – this is where you come in.

As one of our new Customer Service Team, your skills and experience will be pivotal to the smooth transition from our current 3rd party provider, to our new, dedicated internal function. Our new function will handle all membership queries and renewals for our 60k+ members. You’ll be responsible for delivering exceptional levels of service across a variety of contact channels.

As our Customer Service Advisor, your day-to-day will consist of;

• Handling incoming customer queries across multiple contact channels.
• Ensuring team targets are met to deliver exceptional guest care at all times.
• Dealing with escalated queries and ensuring timely resolution.
• Ensuring the Everyman brand is present through all customer communications.
• Managing Everyman Membership accounts.
• Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
• Acting as the first point of contact for customer complaints, ensuring these are passed to the Customer Service Manager where appropriate in a timely manner, so they can be resolved within the agreed SLAs.
• Providing relevant, accurate, and up-to-date advice using a variety of resources and own initiatives, in approaching colleagues in various departments to discuss specific issues.
• Analysing data on CRM and updating information to assist Members.

HERE’S LOOKING AT YOU.

To be our Customer Service Advisor you’ll need;

• Experience from an in-house or 3rd party Customer Service or Contact Centre environment, ideally within the hospitality, retail, entertainment, or leisure sectors.
• Proven experience in delivering a high level of customer care.
• A natural focus for delivering exceptional guest care.
• Resilience under pressure and the ability to tackle challenges head-on.
• Excellent communication skills with both internal and external stakeholders.
• A natural ability to interact with customers through telephone, email & socials.
• Be self-motivated and proactive.

GO AHEAD. MAKE MY DAY.

As our next Customer Service Advisor, you will receive;

• £13.12 per hour plus QTRly bonus.
• Unlimited complimentary cinema tickets for you and your buddies.
• 50% Everyman discount on all food & drink (unfortunately no reduction on calories).
• Wagestream membership - access to your wages when you need it!
• 24/7/365 Employee Assistance Programme by Hospitality Action, the industry's charity.
• Financial, Legal, Family, Health & Wellbeing tools and resources.
• Retail discounts with Wagestream.
• Cycle to Work Scheme.
• Epic staff events, team socials, and amazing incentives!
• Above all else, a very good reason to get out of bed in the morning!

YOU TALKIN’ TO ME?

Interested? Then apply today to begin your career with Everyman!