Help Desk Executive

Exciting opportunity not to be missed! Best Western has an opportunity available for a Help Desk Executive to join our team in York.

About the Company

Interchange & Consort Hotels incorporates two high profile organisations:

- Best Western Great Britain "Hotels with Personality" - the largest group of independently owned and managed hotels in the World

- Beacon - a specialist provider of purchasing, consultancy and advisory services to over 2,000 customers in the hospitality, leisure and healthcare industries

We have a fantastic, friendly and fun working environment, and we are committed to being a great place to work.

The Help Desk Executive will work within the Helpdesk team to handle all Member queries, and respond in a professional, accurate and within team SLA’s, ensuring excellent attention to detail, in order to display a professional brand image and increase Member hotels satisfaction with the brand.

What are the responsibilities of the Help Desk Executive?

Member Support

- Provide quality resolution to issues and queries and close off where possible to avoid reoccurrence.

- Record and track the progress and status of all queries and issues, ensuring all stakeholders and key decision makers are up to date with the status of each case.

- Consistently exceed customer expectations by delivering a high standard Member service experience.

- Ensure business and product knowledge is kept up to date.

Data

- Record and identify patterns and re-occurrences of issues with Members for continual improvement.

- Accurate recording of member data in relevant systems, ensuring all data is recorded in full with all transcripts and customer dialogue attached.

Quality

- Assess procedures and offer feedback regarding changes necessary to improve the operational efficiency of the team in order to enhance the customer experience.

- Ensure Member Help Desk SLAs are met and where possible exceeded.

What do we look for in a Help Desk Executive?

PERSON SPECIFICATION

Essential

- Customer Service experience – face to face or via the telephone.

- Good written and spoken English and experience communicating verbally and in written form (Email/Letter) to a high standard.

- Conflict resolution and problem solving.

- Good IT experience including use of Microsoft Office products.

Skills and Abilities

Essential

- The ability to remain patient, balanced and objective when handling “difficult” calls

- Listening Skills and an empathetic approach are essential in this role.

- Accuracy – data inputting.

- Ability to analyse data and provide reports.

Desirable

- A working knowledge of reservation booking systems/payment systems /call recording and general hotel processes would be an advantage.

- Working knowledge of Word and Excel  applications would be desirable although not essential as full training would be given

- An understanding of legislation – Equality Act, Data Protection Act and PCI compliancy would be an advantage.

Rewards

We offer a fantastic benefits package!

Benefits including:

- 26 days holiday (increasing to 31 with service)

- Company bonus, pension, life assurance, income protection

- Employee discounts

- An additional day off on your birthday.

- Career and learning opportunities with the ability to develop a career within the company.

- A working environment where you won’t be just a cog in the machine.

If you wish to join our exceptionally talented staff community and take the next step to advance your future career by becoming our Help Desk Executive - Why not click ‘apply’ today to send your CV and a covering letter?