We are looking for a dedicated and methodical individual to join our Customer Service team in Burton-upon-Trent. This is a newly created role which will enable us to consistently and thoroughly deal with guest feedback and complaints and to deliver an improved guest experience.

This position would ideally suit a driven individual who thrives in a busy working environment working with a variety of people. We’re looking for a self-motivated and a confident communicator who is driven by delivering a great experience to their stakeholders.

Job Role:

The key responsibilities of the Guest Experience Executive will be to:

• Ensure complaints and feedback are accurately recorded
• Ensure complaints are investigated and resolved satisfactorily and in a timely manner
• Keep stakeholders informed about the progress and outcome of complaints
• Ensure systems are kept up to date to enable accurate reporting
• Produce data as required

The ideal candidate will have:

• Experience working in a similar role in a fast paced environment
• The ability to balance multiple tasks at once and adhere to deadlines
• The desire to deliver a great guest experience
• Excellent interpersonal skills and the confidence to engage at all levels
• Great communication skills, both verbal and written
• Strong attention to detail
• Experience of using MS Office and Outlook, and ideally CRM

Benefits:

• 25 days annual leave plus bank holidays (option to buy/sell up to 5 days)
• 20% off in Marston’s pubs and accommodation through our Privilege Card
• Marston’s Rewards Programme (discounts with major retailers)
• Pension contribution
• Company discretionary bonus scheme
• Share saver scheme