Pub Support Specialist (Six Month FTC)

Here at Punch we are looking for awesome and enthusiastic people (with a real buzz for providing an epic customer experience!) to come and join our Business Support team, initially on a six month fixed term contract. We are looking for friendly and hardworking team players and previous call centre, customer service, pub or retail experience is a big advantage too.

In return we offer a competitive salary and also have a fab benefits scheme including Perkbox membership, rewards and competitions, local discounts, the option to buy or sell extra days holiday, a competitive Pension scheme as well as a staff Café/Bar onsite where you can get your lunch for a £1.50 each day!

Your continuous professional development is important to us too, so we offer some great training opportunities and ongoing development through our Punch Strive Academy.

Please see below for a full role description:

Based in our Service and Support Centre in Burton-on-Trent, the purpose of the role is to deliver exceptional customer service to both external customers and internal stakeholders through all channels – telephone/email/e-queries as well as face to face. Through this you will maximise business opportunities as well as supporting our Publicans.

Key Accountabilities

  • To deliver individual and departmental KPI’s – call and query management
  • Understand the customer requirements and identify the best resolution in line with business process and procedures
  • To spot potential opportunities to improve the callers interaction with Punch either through the promotion of other services, products or new channels
  • To positively communicate Punch business processes to our customers, both internal and external
  • Meet departmental objectives inline with Service Level Agreements
  • Increase the sales order value whilst maintaining relationships, by demonstrating upsell where appropriate and actively promoting Punch Buying Club products and services
  • Add value by using and promoting Punch products/services, gap analysis and effective sales closing techniques
  • To convert customer queries into resolutions, using specialist department knowledge. For example, Punch Buying Club, property, technical services and credit
  • Liaise with field operations, internal support teams and suppliers in order to achieve resolution of calls/queries
  • Utilise the information available to achieve timely resolutions, proactively sell in the right products to the right pubs and assist with the sharing of knowledge within the team
  • Demonstrate a proactive approach to your own personal development and take ownership of working on any development areas/skills/tasks gaps
  • To meet our business partners demands by working on other activities as required by the Leadership Team
  • To contribute to minimising costs whilst maintaining KPI’s and sales figures

Person Specification
Competency Requirements:

  • Customer focused – Ability to listen and respond to customers providing a quality driven service
  • Effective Working Relationships – Ability to work in a team by demonstrating flexibility, a fun attitude and the ability to share knowledge
  • Planning, Organising and Flexibility – Able to work in a fast paced and changeable environment
  • Sales focused – Ability to maximise opportunities on all calls and promote PBC products and services
  • Ability to build rapport and develop key relationships
  • Problem Solving and Decision-Making abilities
  • Communicating and Influencing – Ability to communicate clearly and concisely on the telephone and in writing
  • Commercial Awareness
  • Striving for Excellence – Proactive approach to individual training, development and progression

Technical/Professional Expertise Desired:

  • Experience within a fast-paced telephone based customer service / sales environment is desirable
  • Experience of working within: Pub/Restaurant/retail/Sales/Leisure/Tourism/Hospitality industry desirable
  • Able to demonstrate use of Excel, Word, PowerPoint
  • Competent user of Sales Order Systems / Internet /Web Based Systems
  • English and Maths GCSE – Grade C or above (or equivalent)

The closing date for applications is Sunday 18th October 2020

This site uses cookies.
By continuing to browse the site you are agreeing to our use of cookies. Find out more here.