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Inbound Customer Service Advisor - HO Human Resources

Restaurant HO Human Resources
Location Bedfordshire
Employment type: Full time
Job reference: #38958
Experience level: 2 years
Salary: Competitive

At Fridays we’re famous for our pride, passion & personality.

So along with mouth-watering food and tempting drinks, we bring fun, friendliness and an extra large helping of good vibes to the table. It's what makes every day seem like Friday. We’ve been busy wowing our guests since 1965 when we opened our first restaurant in New York. But, we never rest on our laurels. We work hard to help recreate that Fridays Feeling for our guests… each and every day.

Behind every great unique Fridays experience, are our great Managers and Team! They are the heart and soul of everything we do, which is why we’re looking for a brilliant and passionate Inbound Customer Service Advisor to join our Guest Services team here at Fridays.

As the Inbound Customer Service Advisor you will  process and maintain all restaurant bookings across our stores in the UK and will play a part in ensuring an amazing experience for our guests so that they love our offering, keep coming back and tell the world how much they love us. You will also deliver at the required company service standards and sales growth. The sucessful applicant will treat the business as if it were thier own and understand the impact thier role has on the success of the business.

Key Responsibilities

Reporting to the Guest Services Manager you will be involved in all aspects of guest services for our restaurants. Your key duties will include the following:

  • To handle all incoming calls, emails or online enquiries related to restaurant bookings.
  • To meet and exceed Friday’s targets in the following areas: Table Turn Ratio & Yield, Flatlining Diary Spikes, Contribute to Increased SPH and reduce ABD Rate.

  About you

The successful applicant should be able to demonstrate the following:

  • Solid experience in a similar customer service role with 2+ years’ experience of delivering outstanding service
  • Proven track record of handling both inbound and outbound phone calls, emails, live chats, letters and Social Media enquiries
  • Demonstrate an adaptive approach to customer service, ensuring each guest feels valued and that our processes reflect this, providing feedback where this is lacking
  • Restaurant / Hospitality experience would be desirable
  • ResDiary experience would be an advantage
  • Experience working in a fast-paced environment
  • That you can prioritise your own workload and remain organised
  • You pay close attention to detail and anticipate problems before they arise
  • You are great at building rapport with others and have an excellent telephone manner
  • You remain calm under pressure and complete tasks to the highest standard to meet your targets

About the Brand

With a fun, lively working environment, flexible work patterns, competitive salary and other benefits, Fridays offers a not to be missed work opportunity. At Fridays we deliver the best that we can to our guests and this is only possible due to the hard work of our Support Centre team. We are passionate about ensuring our Support Centre team are well and truly looked after so please see below for some of our great benefits that come with this brilliant role:

  • 25 days’ holiday plus bank holidays
  • Annually reviewed bonus scheme
  • A long list of other perks designed to look after your health and wellbeing