Customer Service Advisor
- Recruiter
- Confidential
- Location
- United Kingdom
- Salary
- Competitive
- Posted
- 10 Sep 2021
- Closes
- 20 Sep 2021
- Job Title
- Customer Services
- Industry Sector
- Hospitality
- Contract Type
- Permanent
- Hours
- Full Time
Cordant People has a fantastic opportunity for numerous Customer Service Advisors to join our prestigious Client on a permanent basis. This would be a prime opportunity for school leavers looking to embark on their first steps to a fulfilling and progressive career.
What we are looking for
People who can provide a positive and professional first point of contact for all customers and stakeholders engaging with Newport Live, through the various forms of communication incoming or outgoing, including digital platforms, in person and via the telephone and at all times in line
with the Vision, Mission and Values of Newport Live.
Maintain knowledge of and proactively promote Newport Live's full product range of
services, upselling products and services across all facilities including Theatre Tickets,
Membership schemes, Aquatics, Cycling and Tennis products, room hire and block
bookings. Providing accurate and consistent advice and information with the aim of
delivering growth across all areas of the business, including attendance, participation and
financially while supporting all incentives and initiatives striving to achieve organisational
KPIs.
Proactively make outbound communications to current and prospective customers for sales
and feedback purposes. This may include but is not exclusive to memberships products
including new sales, renewals, expirations, incorrect details and unpaid sales, and online
transactions where no payment was received.
Proactively contact customers for booking products including future bookings, and the
collection of outstanding amounts associated with their membership or booking account.
Adopt a proactive approach to all sales and marketing activity across the organisation, to
ensure that customer enquiries are converted to a sale, upselling products wherever
possible, including the follow up on sales leads and effective management of the prospect
database.
Adopt a proactive sales approach to the room hire and block booking process, managing
all enquiries, and offering recommendations and advice on the most suitable options for the
activity. Following all stages of the booking process in line with policies and procedures,
accepting, checking and processing the required documentation including inputting all data
including costs and requirements into the required systems, advising on the set up
requirements to the appropriate Facilities Team and in advance of the customers arrival.
Ensure all financial policies relating to the transaction are implemented, chasing
prepayment and invoices where appropriate.
To encourage and support customers to engage with and consistently utilise digital
platforms across Newport Lives portfolio to self-serve promoting a cashless approach.
Remain fully conversant with Newport Live systems, including the use of Point of Sale, Box
Office and other systems that are required to ensure successful business objectives. This
includes implementing and supporting Communication, Point of Sale, Box Office, Booking
and Financial administration procedures, ensuring an accuracy of data and attendance
management, adhering to all associated policies and procedures.
Ensure all required workstreams, processes and procedures are followed, to include
recording of customer data, pricing structures and cash handling in line with Newport Live
policies, following associated process and current legalisation including GDPR guidelines
in handling data and confidentiality.
Support the ongoing review of available spaces across all facilities and programmes,
adopting a proactive approach to encourage repeat visits on a blocking booking or ad hoc
basis, with all potential customers including regular or casual users.
Update or where required report to the appropriate team any inaccuracies or gaps
identified within the internal and external facing information including discrepancies
shown on digital platforms. Undertaking a general audit of the Newport Live website,
Connect Platform, Newport Live's App's, and any other digital platforms to ensure all
information is accurate and relevant to current and potential Newport Live customers.
Receive and log all compliments and complaints, directing them to the appropriate
Newport Live team members for resolution in a timely manner, collating an accurate
account of feedback received alongside the appropriate next steps for monthly review and
analysis.
To assist and support the promotion of Newport Live facilities and services, on site or off
site at outreach and events, supporting all marketing and promotional displays as required.
Take ownership of personal performance and development, completing all training
programmes required to complete your role, including attendance at external training
programmes as agreed.
To be part of the training team supporting the training and development of Trainee
Customer Service Advisors and Customer Service Receptionists, through shadowing and
coaching, supporting the Customer Service & Systems Team Leader and Customer
Service & Systems Manager.
Assist at major functions as directed by the management team, as well as during
emergency situations such as evacuating facilities.
To be an ambassador for the Newport Live Brand, undertaking any other duties,
commensurate with the grade and of this post as directed by the management team.
You will need to be confident and professional and at ease speaking to people over the phone and via electronic media. You will be reliable and trustworthy and able to integrate to a well established team. In return, you will be rewarded with a salary of GBP17193 - GBP18403/annum, you will be entitled to the following benefits: onsite parking, free gym membership, discounted food and beverages across Newport Live sites.
This role has an immediate start so please apply today and you could be working for this amazing company within a week
What we are looking for
People who can provide a positive and professional first point of contact for all customers and stakeholders engaging with Newport Live, through the various forms of communication incoming or outgoing, including digital platforms, in person and via the telephone and at all times in line
with the Vision, Mission and Values of Newport Live.
Maintain knowledge of and proactively promote Newport Live's full product range of
services, upselling products and services across all facilities including Theatre Tickets,
Membership schemes, Aquatics, Cycling and Tennis products, room hire and block
bookings. Providing accurate and consistent advice and information with the aim of
delivering growth across all areas of the business, including attendance, participation and
financially while supporting all incentives and initiatives striving to achieve organisational
KPIs.
Proactively make outbound communications to current and prospective customers for sales
and feedback purposes. This may include but is not exclusive to memberships products
including new sales, renewals, expirations, incorrect details and unpaid sales, and online
transactions where no payment was received.
Proactively contact customers for booking products including future bookings, and the
collection of outstanding amounts associated with their membership or booking account.
Adopt a proactive approach to all sales and marketing activity across the organisation, to
ensure that customer enquiries are converted to a sale, upselling products wherever
possible, including the follow up on sales leads and effective management of the prospect
database.
Adopt a proactive sales approach to the room hire and block booking process, managing
all enquiries, and offering recommendations and advice on the most suitable options for the
activity. Following all stages of the booking process in line with policies and procedures,
accepting, checking and processing the required documentation including inputting all data
including costs and requirements into the required systems, advising on the set up
requirements to the appropriate Facilities Team and in advance of the customers arrival.
Ensure all financial policies relating to the transaction are implemented, chasing
prepayment and invoices where appropriate.
To encourage and support customers to engage with and consistently utilise digital
platforms across Newport Lives portfolio to self-serve promoting a cashless approach.
Remain fully conversant with Newport Live systems, including the use of Point of Sale, Box
Office and other systems that are required to ensure successful business objectives. This
includes implementing and supporting Communication, Point of Sale, Box Office, Booking
and Financial administration procedures, ensuring an accuracy of data and attendance
management, adhering to all associated policies and procedures.
Ensure all required workstreams, processes and procedures are followed, to include
recording of customer data, pricing structures and cash handling in line with Newport Live
policies, following associated process and current legalisation including GDPR guidelines
in handling data and confidentiality.
Support the ongoing review of available spaces across all facilities and programmes,
adopting a proactive approach to encourage repeat visits on a blocking booking or ad hoc
basis, with all potential customers including regular or casual users.
Update or where required report to the appropriate team any inaccuracies or gaps
identified within the internal and external facing information including discrepancies
shown on digital platforms. Undertaking a general audit of the Newport Live website,
Connect Platform, Newport Live's App's, and any other digital platforms to ensure all
information is accurate and relevant to current and potential Newport Live customers.
Receive and log all compliments and complaints, directing them to the appropriate
Newport Live team members for resolution in a timely manner, collating an accurate
account of feedback received alongside the appropriate next steps for monthly review and
analysis.
To assist and support the promotion of Newport Live facilities and services, on site or off
site at outreach and events, supporting all marketing and promotional displays as required.
Take ownership of personal performance and development, completing all training
programmes required to complete your role, including attendance at external training
programmes as agreed.
To be part of the training team supporting the training and development of Trainee
Customer Service Advisors and Customer Service Receptionists, through shadowing and
coaching, supporting the Customer Service & Systems Team Leader and Customer
Service & Systems Manager.
Assist at major functions as directed by the management team, as well as during
emergency situations such as evacuating facilities.
To be an ambassador for the Newport Live Brand, undertaking any other duties,
commensurate with the grade and of this post as directed by the management team.
You will need to be confident and professional and at ease speaking to people over the phone and via electronic media. You will be reliable and trustworthy and able to integrate to a well established team. In return, you will be rewarded with a salary of GBP17193 - GBP18403/annum, you will be entitled to the following benefits: onsite parking, free gym membership, discounted food and beverages across Newport Live sites.
This role has an immediate start so please apply today and you could be working for this amazing company within a week
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