Customer Service Advisor

Lytham St. Annes FY8
Full-time
Salary: £21,000.00 /year


Job Summary

Lakeview Rest Homes Ltd, are a family owned company based in Lytham St Annes, we have been providing the best in care since 1987.

Our homes offer the best in traditional and contemporary residencies, our team work to the simple philosophy that ‘each person living at Lakeview Rest Homes’ shall be afforded the space and respect which is their right.

Although these are two different areas they are closely connected. Sales professionals are all-round business people who use their problem-solving skills to understand, anticipate and meet customers’ needs.

We see our Customer Service Advisor as the link between our customers and the business, ensuring customers are satisfied with the service we provide, thereby maintaining profitable customer relationships.

Job brief:

We are looking for a Customer Service Advisor to provide high-quality service to our current, past and future residents/customers. You will address complaints and go the extra mile to make sure our customers are satisfied.

The Customer Service Advisor will be responsible for making our existing and future guests/residents feel special by way of the customer journey. Once they step through our front doors nothing should be too much trouble – within reason – and we at Lakeview Rest Homes Ltd want our clients to experience a warm, friendly, homely and caring environment that is second to none.

That’s why this job needs to be fulfilled by the right person who will go that extra mile in delivering our exceptional customer service experience.

From the moment you meet and greet our customers you must make sure you always provide excellent customer service for the Lakeview Rest Homes Group with responsibility for driving customer engagement and to deliver a first-class service. Keeping in daily contact with our residents to enable us to monitor any changes in circumstances and to make sure that our residents/guests are happy to be living in our care homes. To be prepared to listen and take on board any concerns that could put our reputation or business at risk.

In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers.

The best Customer Service employees are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative; they love to talk. Customer Service Advisors can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and the best applicants can gather that for you. Problem-solving also comes naturally to Customer Service Advisors. They are confident at troubleshooting and will investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Your goal will be to ensure our guests enjoy themselves and plan to either stay with us permanently or alternatively come back to our facilities.

The successful candidate will report in to the Business Development Co-ordinator and it is here where the Sales element of the role will come into play. You will be required to assist with sales and marketing within the business as and when required, and so a strong (yet subtle) sales background is essential.

In this role, you must be able to work as part of a well-functioning team across the group. Therefore, the ideal candidate will be a team player and able to set and follow examples and foster a climate of cooperation.

Customer Service Advisor Responsibilities

Key Responsibilities: From the customer service side of the operation:

  • Provide upscale guest service experiences for customers throughout their stay.
  • Ensure customers are properly greeted upon their arrival.
  • Monitor daily admissions and ensure that the assigned rooms are prepared prior to check-in.
  • Coordinate any luggage and ensure it gets to the customer’s bedroom.
  • Oversee check-in and check-out procedures (and where instructed by the Business Development Co-ordinator any financial transactions).
  • Establish friendly relationships with regular Home clients.
  • Promptly address guests’ requests.
  • Be accountable for ensuring all customer complaints are dealt with efficiently and to a satisfactory outcome, providing guidance to Senior Managers/management where required and liaising with the business development Co-ordinator for support where necessary.
  • Prepare, analyse, communicate and report on customer service results such as review cards, compliments or complaint letters to ensure we are driving continuous improvements.
  • Coordinate and manage communication between residents and staff and follow up to ensure we resolve customer concerns.
  • Inform clients of our hotel services, including breakfast and dining options etc.
  • Promote all of the Home’s amenities, conveniences and programs offered.
  • Ensure that our communal areas are kept clean, tidy and clutter free to the best ability and to report any concerns as a matter of urgency to the Housekeeping team.
  • Liaise with Housekeepers and other areas of the team to provide an overall comfortable guest experience.
  • Play an active role in events planning, working within the existing team members.
  • Work with other team members to ensure events run smoothly.
  • Work with the maintenance manager to identify areas where renovations and repair/renewal of furnishings of the buildings may be required.
  • Carry out inspections of property and services with the Maintenance Manager as required to ensure high standards are maintained.
  • Ensure compliance with various laws, health and safety and other statutory regulations.
  • Carry out audits as and when required.
  • Ensure all records are kept properly and consistently.
  • Review and prepare reports for Management as and when required.

Key Responsibilities: From the sales side of the operation

  • Work with the Business Development Co-ordinator to promote and market the business.
  • Support the Business Co-Ordinator in working towards improving levels of customer care, supporting the customer through the moving in process.
  • Must have an excellent telephone manner when taking inbound and outbound calls from prospective and existing customers.
  • Drive occupancy levels through sales and contribute to the delivery of increased sales volumes, helping in delivering a high conversion rates to achieve high levels of sales.
  • Update the enquiry database and learn to operate the all databases relevant for reporting to senior management.
  • Maintain effective and up to date customer contact records and deal with confidential and sensitive information as per the Data Protection Act.
  • Achieve service level call handing and be proactive in answering calls, keeping abandoned calls to a minimum.
  • Excellent computer skills and knowledge of outlook, excel etc.
  • Provide information to the Business development Co-Ordinator for weekly and monthly monitoring of sales and enquiry reports.
  • Offer quality customer interaction and communication whether that be dealing with clients and residents in person, by phone, email, text messaging and any other media used by the Lakeview Rest Home Group within our quality framework.
  • Provide excellent customer service to all enquiries from new and existing customers.
  • Have a sound understanding of what we have to offer and the unique selling points of each of our individual care homes.
  • Identify areas for process improvement and pass on these recommendations regularly to the Business Development co-ordinator. We are always looking at ways to stay ahead of our competition so any constructive feedback and ideas on ways to improve or to be different.
  • Contribute to the planning the execution of new and current sales strategies within the Lakeview Rest Homes Group and be proactive in seeking new opportunities for customer engagement. Such as looking at new ways to promote our homes for sales and marketing ideas and promotions.
  • Undertake admin duties and sales support as and when required by the business development co-ordinator. Such as prepare service user packs ready prior to admission with Service User Guide, contract, invoice, welcome letter, menus etc.
  • Assist with our Mystery Shopper programme for the Group to enable us to stay a leading care provider.
  • Assist the business development co-ordinator with any marketing campaigns as and when required and to assist at busy periods and holidays/illness with viewings and show rounds of the homes.

Requirements

  • Working experience in the hospitality industry
  • An outgoing personality
  • Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
  • Familiarity and interest in the care industry and the industry’s latest trends (if not familiar then a desire and a willingness to become familiar)
  • Excellent problem resolution skills along with outstanding communication and active listening skills
  • Ability to work flexible hours
  • Highly responsible and reliable with a professional presentation
  • Excellent organisational and time-management skills
  • Strong and proven sales background
  • Computer literacy
  • Proficiency in English is essential
  • Smart appearance is essential

Notes:

This role is to work within a structure alongside the care element and in support of the Business Development Co-ordinator. Whilst there will be inevitable crossover in certain areas, your remit would be strictly limited to areas outside of care and compliance matters.

Go to all jobs

THE MOORINGS

Tel: 01253 729 941

58 North Promenade,
Lytham St Annes,
FY8 2NH

LAKEVIEW LODGE

Tel: 01253 735 915

10/12 Lake Road
Lytham St Annes,
FY8 1BE

ROSEWOOD LODGE

Tel: 01253 721 601

491 Clifton Drive North,
Lytham St Annes,
FY8 2QX

NEWFIELD LODGE

Tel: 01253 721 322

93-99 St Andrew’s Road South
Lytham St Annes,
FY8 1PU

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