Customer service agent Review

Answer inbound calls from guests of Premier Inn who wish to make cancel or amend bookings at the Company hotels I also answer queries about the company facilities and problems with using the company website. I liase with hotels in an effort to give the customer the best experience possible and

I have learned to use active listening and effective questions to give the customers the best experience possible when they contact the Support centre. I have also learned to build empathy with the customers to build a relationship with them thus building trust and enabling them to feel more confident in their decisions when making bookings

I found the orocess to be both rewarding and stimulating The topics were interesting particularly as I was able to apply my learning directly to my work , and was snle to see the benefits of my learning in increased bookings and KPI performance as well as an increase in bonus payments as a result

It was as well orgass the limits of the pandemic would allow at the time I feel that I would have benefited from more one to one evaluation on a face to face basis as well as more group tutorial sessions but that is probably because I am more used to learning that way .

I received an excellent level of support from my employer They arranged time for me to study during my shifts , 2 hours per month and changed my shifts to enable me to meet with my trainer My manager was always available to give help and support as were colleagues who work in other areas of the business who gave advice

I received plenty of support from my training provider They were always available to help if I emailed them with a question and I received speedy responses whenever I needed to do this They prepared me well for my end point assessments and were very supportive and gave a lot of encouragement

I have learned to be more empathetic with the customers who call the Support Centre and have used the knowledge gained to improve my sales and upwelling targets by using effective lists as well as active questioning to ascertain how to help a particular guest and maximise profits for the Company

There are various forums to get involved with as well as well as the Diversity and Inclusion Committee that one can be involved with at work There are charity events to participate with as there is a great deal of fundraising done in aid if GOSH and various social events such as quiz nights , Caribbean celebrations and evening award events

Yes

The friendly atmosphere, the private healthcare , the active career progression initiatives as well as the social events , the generous incentive payments and incentives that are fun to participate in. There are comfortable working conditions and I feel well cared for and supported both within my team at work and the Company as a whole

Come with an open mind and a willingness to learn , as well as a desire to embrace the new role. Take advantage of the opportunities such as the learning at work week , Apprenticeship and Academy Online to help with your progression and don’t be afraid to ask for help- everyone there is so kind and helpful