Job Description
The role of the Service Desk Advisor is to identify any problems our pubs experience, and attempt to fix them. You 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. As a Service Desk Advisor you will be first line support to PLC customers and external customers experiencing issues and faults relating to broadband, WIFI and Telephones. First line support includes taking the initial fault report and initiating the required steps to resolve the fault. If a fault cannot be resolved by first line support the case is then escalated to second or third line support for further investigation.
Key Attributes & Responsibilities:
- Ensure the service and response times provided to our external customers are recorded, measured and delivered in accordance with the KPIs set
- Be readily available for help and advice and deliver best in class customer service to our customers
- Provide first line support for broadband and wifi issues by diagnosing faults 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 , managing both customer and supplier expectations.
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)
• Enhanced Maternity & Paternity Leave (Subject to 26 weeks service at 15 weeks prior to EWC)
• 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 Group Pension Plan)
• Employee Assistance programme:
- which includes various wellbeing support services, such as a completely confidential 24/7 telephone helplines and access to online services
- Provision of up to 6 counselling sessions will be offered, as part of our wellbeing support services
• A fun, inclusive working environment
At Marston’s we’re 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’s an incredibly exciting time to be joining us, and we’re looking for people who can inspire others through their passion for guest experience and driving performance.
As a dedicated pub business, we have clear and bold aspirations for the future. Working together we aim 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 c1,400 pubs, and around 12,000 teammates working in our pubs, bars, lodges and offices across the UK, who all share our passion and now we’re 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, which are at the heart of everything we do. It’s these that makes working here 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 question ourselves and each other, to ensure we’re always being the best we can possibly be.
Apply for role
We’ve been running pubs and brewing beer in one form or another for more than 185 years – a heritage that we’re incredibly proud of!
Today we operate more than 1,400 pubs, bars and hotels which is our complete focus.
As a business, we strive to bring people together, creating happiness in our pubs and bars, and delivering more experience through our vast range of beers and drinks.
But it’s the passion of our 9,000 people that sets us apart from others, working together to create happy, memorable and meaningful experiences for our customers and stakeholders, every day.