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Overview

At Marston’s we are on a journey to create pubs to be proud of through being guest obsessed, continually raising the bar and driving growth across the business. It is an incredibly exciting time to be joining us, and we are looking for leaders who are able to inspire people through their passion for guest experience and driving performance.

As a dedicated pub business, we have clear and bold aspirations for the future. We’ve got around 12,000 teammates working in c.1,500 pubs, bars, lodges and offices across the UK, all working together to create more happy, memorable, moments that truly matter for our guests and people every day.

We’ve been running pubs and brewing beer in one form or another for nearly 200 years. Now we’ve got around 1,500 pubs with amazing people working for us and they all share our passion and now we are looking for more like-minded people to join our family!

Our commitment to our colleagues is underpinned by a very clear set of values and behaviours and we put these at the heart of everything we do. These makes it the very special place that Marston’s is known to be.

 We are Guest Obsessed- we put our guests first always, aiming to delight them when they’re in our pubs.

We Raise the Bar- we’re committed to each other, the business and being the best version of ourselves.

We will Grow- we challenge ourselves and each other, to ensure we’re always being the best we can possibly be.

The role of the Service Desk team is to identify any problems our pubs or Pub support teams experience and attempt to fix them. If a more technical or specialist team need to assist, they will route the call through to the correct department within the business. They will utilise existing call tracking and completion software to help chase and resolve all outstanding issues to a satisfactory and timely conclusion, ensuring no issue goes unresolved. 

This would be a great opportunity for someone with experience of working within pubs looking to move into a support centre role.

Key Attributes & Responsibilities:

  • Ensure the service and response times provided to our pub teams are recorded, measured and delivered in accordance with the KPI's set
  • Be readily available for help and advice and deliver best in class customer service to our Pub Teams & Pub Support Centre Teams
  • Provide first line support for system issues by diagnosing systems issues and providing a first time fix where possible
  • Prioritise workload and manage a variety of tasks within a fast-paced environment
  • Accurately update key databases ensuring all data is frequently maintained
  • Chasing and management of external suppliers to ensure resolutions are provided in a timely fashion

 The Ideal Candidate:

  • Excellent phone manner and written communication skills
  • Strong multi-tasking skills
  • Ability to communicate with a variety of different personalities on a professional level
  • Ability to question customers effectively with a view to diagnosing issues
  • Willing to work flexible hours between 8.00am and 5:30pm
  • Experience of and a passion for delivering first class customer service
  • Experience of working within the hospitality industry and in a support services environment would be an advantage

What You Get In Return:

  • 33 days annual leave (including bank holidays) with the ability to buy and sell up to 5 days holiday
  • 20% off in Marston’s pubs and accommodation through our Privilege Card
  •  Marston’s Rewards Programme (discounts on many high street and online major retailers)
  • Share Save Incentive Scheme
  • Company Contributory Pension Scheme (matching contribution up to 7%)
  • Life Assurance (via membership of the Group Pension Plan)
  • Group Income Protection (via membership of the GroupPension Plan)
  • Employee Assistance programme - includes various wellbeing support services, such as a completely confidential 24/7 telephone helplines and access to online services and the provision of up to 6 counselling sessions will be offered, as part of our wellbeing support services
  •  Apprenticeship Programme – we offer training &development at any stage of your career
  • Long service Recognition
  • Life Assurance
  • Group Bonus Scheme
  • A fun, inclusive working environment
 
At Marston’s we are committed to creating an inclusive environment for all. We know people are happiest when they can be themselves at work. We accept people for who they are, regardless of age, disability, gender identity and expression, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.
 
Location
Wolverhampton
Department
Customer Services

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