Customer Service Advisor - Matlock

YHA is a charity. Each year we welcome nearly 1 million people and we work with 500,000 children and young people through stays in our 150 amazing youth hostels, adventure in our activity centres, and through our leading work in volunteering, traineeships, apprenticeships and youth employment. We have a thriving schools programme, and work with partners to support access for those children and families who have challenging lives. We are the leading affordable accommodation provider, with world class feedback from those who visit us.

YHA has a fantastic National Office based in Matlock, Derbyshire.  This central hub of support functions has its very own central sales team with several teams working to generate bookings for our hostels from groups, families and individuals.  We are currently looking to recruit a Customer Service Advisor reporting to the Central Sales Team Leader.

Our Customer Service Team is the first point of contact for our customers and members, taking a wide range of calls, from discussing memberships to making family and individual bookings, answering general enquiries about our accommodation and taking payments. You will also communicate with our customers and members via email and webchat. Your role will support YHA in achieving our charitable objectives by meeting revenue targets and providing our customers with an exceptional service

You will:

-          Give our customers a great experience of YHA

-          Focus on continuous improvement

-          Manage Compliance

-          Support the financial performance of your team

The ideal candidate for the role of Customer Service Advisor will have:

-          Good Numeracy and literacy skills with the ability to process information accurately

-          Excellent IT skills (ideally Microsoft office)

-          Excellent telephone manner

-          Ability to handle difficult situations

-          Experience of working as part of a team, working well with others and building working relationships quickly

-          Proven ability of managing varying pressures

-          Experience working in a sales environment and within a call centre environment

-          Knowledge of YHA and its customer base

Our Central Sales function operates between 8am and 6pm Monday to Friday, 9am to 5pm Saturday and 10am – 4pm Sundays and Bank Holidays, therefore, flexibility to work on a rota basis during these hours is essential.

What can we offer our Customer Service Advisor in return for your hard work and commitment to YHA:

-          Health & Well-being; BUPA health cash plan, discounted gym membership, cashback and discounts at hundreds of high street/online shops

-          Work & Development; Flexible working opportunities, support with continual learning and development, a generous annual leave allocation

-          Unique to YHA; The chance to work in amazing locations, 10 free Hostel stays per year (for you and up to three guests), 5 days volunteering per year, FREE YHA Membership and more!

Does this Customer Service Advisor role sound like a great opportunity?  Would you like to be part of a predominantly in-bound central sales function? Then don’t delay APPLY today!

Additional Information:

 

Job start date:

 

Job end date:

 

No. of Vacancies: 1

 

Working hours: 37.5

 

 

Accommodation is not provided as part of the contract

 

 

All roles are subject to a minimum of a basic DBS check.