5 weeks holiday, plus bank holidays pro rata per annum
16.5 hours per week average (Thursday 9:00am to 4:30pm, Friday 9:30am to 5:00pm and every third Saturday 9am to 5pm). Other weekend and out of hours work can be expected to respond to the needs of working within the leisure and tourism industry.
Main Duties
Answer and handle incoming general enquiries, bookings, customer complaints and feedback to maintain a high level of customer service.
Process bookings including (for example) groups, restaurant dining, Christmas parties, special events, school visits, experience days and any other products as deemed necessary.
Type up customer comment cards and circulate to the Senior Management Team on a fortnightly basis, highlighting any complaint trends, escalating issues where necessary. Responses to any complaints must be dealt with on a weekly basis.
Co-ordinate the packaging and dispatching of The Deep’s online shop orders promptly.
Ongoing administrative support to ensure GDPR compliance e.g. obtaining relevant permissions and logging details
Restaurant and corporate team administration support e.g. Two Rivers’ email and voicemail checks and responses.
Respond to incoming messages and reviews on social media e.g. Trip Advisor, Facebook and Twitter as directed by the Marketing Manager.
Monitor stock levels for the foreign language leaflets available at reception and re-order where appropriate.
Assist the Graphic Designer with signage orders as directed.
Assist with PR launches, media enquiries, film crews and photographers as required.
Routine updating of The Deep’s website when required.
Assist with co-ordination and delivery of special events being held by The Deep where applicable, for example conferences and other major events.
To carry out any other duties as may be reasonably required by the Marketing Manager or Chief Executive.
Person Specification
Essential
Enthusiasm for The Deep’s product.
Experience of working within an office administrative role.
Excellent literacy, proof-reading and numeracy skills
Excellent communication and customer service skills.
Excellent interpersonal skills.
IT literate, accurate and quick keyboard skills.
Able to produce written communication (eg email responses) confidently, accurately, with appropriate language.
Well organised with the ability to prioritise tasks.
Excellent telephone manner.
Social media experience.
Proven ability to deal confidently and appropriately with complaint handling and resolution.
Desirable
Experience of working extensively and productively within a busy office environment.
Relevant administrative qualification (eg NVQ2 Business Administration).
Experience of taking bookings and payments over the telephone.
Experience of working on events.
Knowledge of the leisure and tourism industry.
Working knowledge of consumer marketing.
Face-to-face customer experience.
Experience of editing websites with a CMS system.
TO APPLY:
Download and complete an application form on-line at https://www.thedeep.co.uk/our-ethos/working-for-us or collect a paper application form from The Deep visitor attraction reception or retail desk between 10am and 5pm each day. For queries please contact: Louise Kirby at louise.kirby@thedeep.co.uk, 01482 381004. Applications must be received by 9am, Wednesday 14 March 2018. Interviews are likely to be held w/c 19 March 2018 and the start date for successful applicants shortly thereafter. PLEASE NOTE WHICH EMAIL ADDRESS YOU HAVE STATED ON YOUR APPLICATION AND CHECK THIS EMAIL IN-BOX REGULARLY FOR NEWS OF YOUR APPLICATION’S PROGRESS.
