Guest Experience Advisor

Responsibilities

• Engage with guests in a warm and professional manner via phone, email and social media
• Take ownership of escalated, multi-issue and sensitive complaints from initial contact through to full resolution
• Resolve concerns promptly and effectively, always aiming for a positive outcome
• Accurately document and track guest issues using our CX platform (Reputation), capturing root causes and key insights
• Work closely with internal teams (including operations, food safety, marketing and corporate affairs) to ensure aligned and effective responses
• Proactively manage and follow up your caseload, ensuring all cases are resolved within agreed timescales
• Ensure compliance with Data Protection legislation, handling personal information responsibly at all times
• Provide guidance and support to pub and operational teams on all aspects of the Reputation platform
• Support through calls, emails and Teams screen sharing sessions
• Contribute to the design and delivery of training materials, webinars and workshops
• Monitor key guest metrics, including Reputation scores, to identify trends and areas requiring focus
• Work collaboratively with Service Desk, Data and Digital teams to optimise guest experience insights and improve scores

Requirements

• Proven experience handling escalated or complex complaints, from investigation to resolution
• Excellent written and verbal communication skills
• Strong problem-solving ability with a customer-first mindset
• A proactive, positive approach and the ability to engage confidently with a range of stakeholders
• Good technical skills and the ability to quickly learn new systems (experience of CX or CRM platforms is desirable, but not essential)
• Please note that as part of your application, you must submit a cover letter (minimum 250 words) outlining your experience in handling complex or sensitive complaints.
• What you get from us: You'll be joining an award-winning local pub company that puts people first, lives by people-led values, and offers real opportunities to advance your career - with genuine benefits that include:
• Training and induction from our NITA award training team
• Apprenticeship programmes - offering development at any stage of your career
• Enhanced Maternity & Paternity leave
• 30% off in Marston's pubs and Marston's Inns accommodation
• Marston's Cheers Reward & Recognition Platform (earn points to spend for living and breathing our values and behaviours and access high street retailer discounts)
• Save as you earn scheme
• Employee assistance programme, to support your well-being including confidential 24/7 helpline
• Pension scheme with additional Life Assurance and Group Income Protection cover included
• Health Screening Discounts
• Long Service Awards
• Buy and sell additional leave
• Gym Discounts
• 24-hour GP helpline
• Mortgage Advice and support
• Healthcare Cash Plan
• Come as you are. Personality and passion is important to us. No judgement on where you've come from, or your story to date, just a need for the right attitude and an ambition that matches ours. We'll accept you and celebrate you for being you.
• We can't wait to see what we can make happen together! **#MarstonsWherePeopleMakePubs**
• How to apply checklist
• Give yourse

Additional Information

days left to apply Guest Experience Advisor Wolverhampton £25,500 per annum 35hrs per week Award winning modern & sustainable office with the option of hybrid working 33 days annual leave with option to buy/sell up to 5 additional days per year Enhanced parental leave policies 30% discount off food & drink in our pubs Award winning modern & sustainable office with the option of hybrid working 33 days annual leave with option to buy/sell up to 5 additional days per year Enhanced parental leave policies 30% discount off food & drink in our pubs Pub Support Centre Wolverhampton WV2 4BH Guest Experience Advisor | Wolverhampton | £25,500 We are looking for a Guest Experience Advisor to join our Guest Experience function, with a dedicated focus on managing escalated guest complaints. This is a varied, customer-facing role which is key to delivering our company strategy to become the UK's number one local pub company. Acting as a primary point of contact for both guests and employees, you will play a vital role in ensuring an exceptional experience for all Marston's guests. The role involves managing guest interactions, handling escalated complaints, addressing enquiries and resolving issues-while also providing guidance and support to field teams to improve the guest experience at a local level through our core CX platform, Reputation. With a new business strategy and an even greater focus on delivering for our guests, there has never been a more exciting time to join us. If you're resilient, solutions-focused and confident handling complex situations-and want to work in a positive environment where people are genuinely valued-Marston's could be right up your street. Opportunities like this don't come around often - so don't delay with your application.

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