Guest Experience Advisor - 3 months fixed term

Join Our Guest Service Centre Team Guest Service Advisors Wanted (Temporary for 3 months)

Are you confident on the phone and passionate about delivering outstanding customer service? We're looking for enthusiastic and dedicated individuals to join our Guest Service Centre in a busy and dynamic Contact Centre at the heart of our business, supporting cinema guests across the UK and Ireland.

You’ll spend the majority of your day on our live channels, helping guests with a wide range of enquiries from updating payment details and rearranging bookings, to assisting with our popular Loyalty and myLIMITLESS schemes. Every conversation is different, and each call is your opportunity to enhance someone’s cinema experience.

While we also support guests through webchat and email, phone interactions will be a key part of your role, so strong verbal communication skills and a confident phone manner are essential.

Working hours:
Our team operates 7 days a week between 10:00 and 17:00, and we're especially looking for candidates who can reliably work weekends, as these are our busiest times. Flexibility is also important during big movie releases or special events.

Please note: On site attendance is required in the Manchester office, for the first 4 weeks of training. Training is planned to commence w/c 9th June.

Key Accountabilities:

• Delight our guests by providing exceptional customer service for a wide range of queries.
• Achieve daily, weekly and monthly departmental KPI’s set by Team Manager and Guest Service Centre Manager.
• Provide one touch resolution for every guest by resolving queries/complaints in a professional and friendly manner, and proactively offer information to add the greatest value possible to the guest experience.
• Ensure each guest interaction is captured on appropriate system and any associated administrative work is completed in a timely manner.
• Maintain awareness of new promotions and guest offers and communicate these effectively.

Key Skills:

• Experience in a guest service/contact centre is desirable
• Strong written and spoken English skills, with the ability to use grammar and punctuation appropriately.
• Excellent communicator, able to modify tone and language to the situation, both in writing and verbally.
• Friendly and professional manner across all contact channels (web chat, phone, email, social media)
• Possess a track record of maintaining high quality whilst working under pressure
• Resilience and adaptability with the flexibility to multitask
• Genuine passion for going that extra mile, not just with Guests, but in support of your team.
• Able to use Word, Excel, Outlook and PowerPoint
• Ability to take constructive feedback and use it for personal development

ODEON benefits:

• Unlimited free cinema tickets for you, and 12 friends and family tickets every three months
• 40% discount on our food and drinks, including our in-cinema Costa Coffee stores
• Free access to our confidential Employee Assistance Programme an online platform that offers advice and support on topics including finance, health, and mental wellbeing
• The opportunity to gain professional qualifications through our Bright Lights Apprenticeship scheme
• Fantastic career development opportunities across our cinemas and support offices
• Monthly rewards and recognition schemes
• Pension scheme

At ODEON Cinemas Group, everyone is welcome. We make movies better by bringing all our incredible differences and our different ways of thinking together with our passion for cinema, to deliver inspiring entertainment experiences for our guests. We are all individuals, and we recognise that everyone brings something special to our team.

Starting from the moment you apply, Diversity, Equity and Inclusion is embedded into all parts of the colleague journey, and we welcome individuals from all backgrounds. We select colleagues based on merit and the passion they show for their role.

We are proud to partner with 'ReciteMe' to offer accessible tools to support you with your job application. Simply click on 'Accessibility Tools' at the top of the job advert screen. Should you require additional help from our team, whether that's to support with your application through to making adjustments to our recruitment process to assist you, we will be more than happy to help - drop us an email to [email protected] and we will be back in touch to help you!