London

Customer Services Coordinator FTC 6 months

Job description          

Customer Services Coordinator FTC 6 months THE TRAILER – A BIT ABOUT US Vue is part of Vue International, one of the world’s leading cinema operators. From the brands creation in 2003 we have grown rapidly and now have a presence across 10 countries, winning numerous awards for both our service and innovation along the way. With 863 screens across 90 cinemas nationwide, the UK&I remains the biggest territory serving 40 million customers last year and employing nearly 4500 people. Vue is committed to continued growth and development of its premium entertainment ‘big screen’ experience. In short, we deliver the best choice of content, combined with the best technology in the best environment. ACT 1 – THE ROLE The main priority for the Customer Services Assistant role is to support the Customer Service Manager in the delivery of a customer centric approach towards Vue’s customers. We want to be able to differentiate ourselves from our competitors by offering our guests a great experience and to turn detractors of our business into promoters when things go wrong, using great guest recovery. Key Accountabilities: To provide day to day contact to the outsourced contact centre teams and be the main point of contact for Vue Entertainment Assist the Contact Centre Manager and other stakeholders to implement new platforms and a customer centric mindset into the existing contact centre, as part of a new contract To be an effective communication link between Vue Entertainment and the outsourced contact centre, with responsibility for providing daily briefings, weekly newsletters , ongoing training, training for new products and services and support for marketing campaigns Design and produce all training content for the customer service agents in collaboration with the outsourced contact centre training team and gaining sign off from the Customer Service Manager To mange and escalate as appropriate customer contacts sent to the Vue Executive team and escalations from the contact centre Review FAQ s and update on a regular basis and add new content as required Review and update any customer service email templates, ensuring they are on brand and customer centric Ensure the Contact Centre Knowledge base has all relevant information and up to date content, adding new content as required To identify improvement opportunities at the contact centre To liaise with venues, Area Manager and the agency operating the My Trip to Vue guest satisfaction survey, to ensure the smooth running of the scheme and accurate reporting Work on other projects allocated by the Customer Service Manager in the delivery of the customer service strategy
ACT 2 – WHAT YOU’LL NEED Team Leader or supervisory experience gained in a call centre environment Knowledge and experience of delivering high standards of Customer Service gained in a professional environment (Ideally from Retail, Hospitality or Leisure) IT Literacy (Microsoft office including Excel, word and Outlook) Organisational skills with the ability to effectively prioritise and structure work to meet deadlines Excellent interpersonal and communication skills Confident when dealing with different people both internally and externally Ability to work independently and demonstrate initiative Ability to learn new skills and adapt to new situations Ability to work well under pressure and as part of a team THE FINALE – WHY YOU’LL WANT IT At Vue, we truly believe in hiring and developing talented individuals and creating robust succession plans for the future, you will receive the following benefits: Competitive Pay 28 Days’ Holiday (including bank holidays) Employer Contributory Pension Plan, Life Assurance Cinema tickets for yourself & guests (maximum of 4 guests per film showing and maximum of 18 guests tickets per month) unlimited tickets for the staff member + 40% discount on concessions THE CREDITS – ADDITIONAL INFORMATION This is a Fixed Term Contract for 6 months
Customer Services Coordinator FTC 6 months THE TRAILER – A BIT ABOUT US Vue is part of Vue International, one of the world’s leading cinema operators. From the brands creation in 2003 we have grown rapidly and now have a presence across 10 countries, winning numerous awards for both our service and innovation along the way. With 863 screens across 90 cinemas nationwide, the UK&I remains the biggest territory serving 40 million customers last year and employing nearly 4500 people. Vue is committed to continued growth and development of its premium entertainment ‘big screen’ experience. In short, we deliver the best choice of content, combined with the best technology in the best environment. ACT 1 – THE ROLE The main priority for the Customer Services Assistant role is to support the Customer Service Manager in the delivery of a customer centric approach towards Vue’s customers. We want to be able to differentiate ourselves from our competitors by offering our guests a great experience and to turn detractors of our business into promoters when things go wrong, using great guest recovery. Key Accountabilities: To provide day to day contact to the outsourced contact centre teams and be the main point of contact for Vue Entertainment Assist the Contact Centre Manager and other stakeholders to implement new platforms and a customer centric mindset into the existing contact centre, as part of a new contract To be an effective communication link between Vue Entertainment and the outsourced contact centre, with responsibility for providing daily briefings, weekly newsletters , ongoing training, training for new products and services and support for marketing campaigns Design and produce all training content for the customer service agents in collaboration with the outsourced contact centre training team and gaining sign off from the Customer Service Manager To mange and escalate as appropriate customer contacts sent to the Vue Executive team and escalations from the contact centre Review FAQ s and update on a regular basis and add new content as required Review and update any customer service email templates, ensuring they are on brand and customer centric Ensure the Contact Centre Knowledge base has all relevant information and up to date content, adding new content as required To identify improvement opportunities at the contact centre To liaise with venues, Area Manager and the agency operating the My Trip to Vue guest satisfaction survey, to ensure the smooth running of the scheme and accurate reporting Work on other projects allocated by the Customer Service Manager in the delivery of the customer service strategy
ACT 2 – WHAT YOU’LL NEED Team Leader or supervisory experience gained in a call centre environment Knowledge and experience of delivering high standards of Customer Service gained in a professional environment (Ideally from Retail, Hospitality or Leisure) IT Literacy (Microsoft office including Excel, word and Outlook) Organisational skills with the ability to effectively prioritise and structure work to meet deadlines Excellent interpersonal and communication skills Confident when dealing with different people both internally and externally Ability to work independently and demonstrate initiative Ability to learn new skills and adapt to new situations Ability to work well under pressure and as part of a team THE FINALE – WHY YOU’LL WANT IT At Vue, we truly believe in hiring and developing talented individuals and creating robust succession plans for the future, you will receive the following benefits: Competitive Pay 28 Days’ Holiday (including bank holidays) Employer Contributory Pension Plan, Life Assurance Cinema tickets for yourself & guests (maximum of 4 guests per film showing and maximum of 18 guests tickets per month) unlimited tickets for the staff member + 40% discount on concessions THE CREDITS – ADDITIONAL INFORMATION This is a Fixed Term Contract for 6 months
Vue London jobs

Vue

London jobs

London jobs

 London jobs  London jobs
EA/PA
2019-10-20

Co-ordinate internal and external meetings and generate associated documentation such as Minutes, persue action points and otherManage a full, often complex diary for senior ManagerAct as `gatekeep...

Our Emergency Department is looking for experienced Healthcare Assistants or nursing/medical students to join our busy and successful team.

As one of the first Emergency Departments in the...

Are you a retail lover with a passion for customer service? We’re looking for enthusiastic individuals with the right attitude to join our store as a Retail Assistant. Whether it’s a part time role...

We are looking for an ENERGETIC and ENTHUSIASTIC customer service individual who either has experience within property, or looking to embark within that industry. You will be Working for the UK`s l...

An exciting opportunity has arisen within the Estates and Facilities management team based at Chase Farm Hospital in Enfield. We are looking for a business focused person who demonstrates excellent...

Vue London jobs

Vue (London jobs)

 Jobs in organization(state)
Customer Assistant
2019-10-20

THE TRAILER – THE ROLE We are looking for Customer Assistants who are passionate about great customer service to join the team here at Vue. ACT 1 – WHAT YOU’LL BE DOING As a Customer Assistant y...

Customer Assistant
2019-10-17

THE TRAILER – THE ROLE We are looking for Customer Assistants who are passionate about great customer service to join the team here at Vue. ACT 1 – WHAT YOU’LL BE DOING As a Customer Assistant y...

Customer Assistant
2019-10-14

THE TRAILER – THE ROLE We are looking for Customer Assistants who are passionate about great customer service to join the team here at Vue Westfield White City. Vue Westfield London (White City) ...

Customer Services Coordinator FTC 6 months THE TRAILER – A BIT ABOUT US Vue is part of Vue International, one of the world’s leading cinema operators. From the brands creation in 2003 we have grown...

Customer Assistant
2019-10-02

THE TRAILER – THE ROLE We are looking for Customer Assistants who are passionate about great customer service to join the team here at Vue. ACT 1 – WHAT YOU’LL BE DOING As a Customer Assistant y...