Guest Relations Team Manager

Guest Relations Team Manager
Aleader who can help bring the best out of their people and encourage them to bring their personality into what they do. As a Guest Relations Team Manager, you will develop, coach,inspireand motivate our Guest Relations Advisors to put the customer into the heart of what they do and help our guests become brand advocates through the service we provide. Your role will accountable for the quality of the service our advisors produce as well as how engaged they are with what they do.
Reports to: Guest Support Manager
Type of role: Permanent, Full-Time
Location: Dunstable, Bedfordshire
Inside the role:
Ideally with proven leadership experience of a front-line customer service team and accustomed to dealing with challenge to products and services, you will have a strong understanding of service recovery methods in customer services
As the Team Manager you will oversee your team's inductions, on-boarding, holidays, 121s, absences and manage any training needs required to improve success. You will manage a team of up to20 Guest Relations advisors which will include advisors within the wider team
Ensuringyour advisorsareperforming to the best of their ability and assisting with any escalated issues. With strong communication skills you will alsohave the ability to extract relevant information for decision making and influencing skills. You will then be able to communicate your findings to our business stakeholders and with our internal teams and external partners, therefore strong interpersonal skills are a must.
You'll be recruiting, developing, and training our Guest Relations Senior Advisors and Advisors to ensure a brilliant guest experience as well as hold regular 121s with your team. You will also be ensuring our new advisors are appropriately on-boarded and inducted
What we need from you:
Have experience of dealing and resolving customer complaints from start to finish
Able to lead, inspire, coachand motivate teams
Have a high degree of honesty and integrity
Adaptable to ever changing environment
Driven to achieve world class performance
Customer Service Management
Proficient at word and Excel as well as reporting writing
Ideally a good head for data and analytics
Quality monitoring
Ideally from a contact centre background
Strong interpersonal skills
Able to manage a team of up to 20.
Looking for full-time.Understanding of Premier Inn operational and brand standards
In return for your commitment, we've got some great benefits to offer:
Sharesave Scheme
A collaborative work culture that focuses on supporting your success
A flexible working policy you can rely on
Individual BUPA healthcare
Optional contributory pension matched up to 10%
Up to 25% discount off our brands
Up to 10% bonus
Whitbread is an inclusive employer, strongly believing that everyone is unique and there should be no limits to ambition. We welcome your application whatever your background or situation. We are open to flexible working and, where possible, will try to support this.