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