Business Support Exec

This role will appeal to you if you enjoy giving exceptional customer service and you pride yourself on leaving customers with a great impression of the Premier Inn.

This is no standard customer service role as the role is varied and no two days will be the same. For example, the communications will come through via phone, email and ‘live chat’. You’ll be partnering with some high worth customers and giving them more of a bespoke (individual) service. Questions could be anything from hotel bookings, issues with our ‘Business Booker’ system for example.

We also like our Business Support Execs to meet with their contacts and we encourage a once a month visit to our client’s offices and you’ll partner an Account Manager.

You’ll also be a webinar host on a monthly basis, where you’ll talk through any changes to the ‘Business Booker’ system so that customers are kept up to date with changes.

Salary: £25,000
Location: Dunstable

Why you’ll love it here

• Healthcare: BUPA healthcare
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands

What you’ll do

• Support all customer requirements of new and existing Business-2-Business accounts developing relationships with key stakeholders across those organisations to do this.

• Support customers with Business Account queries these can range from new card queries, how to find reports, how to remove and add new cards, how to download invoices. There is big focus here in supporting the customer in the adoption and use of our Business Booker system.

• As a part of this you must understand the key selling points of our Business Products for both Business Booker and Business account, including understanding the front end and back end of each customer tool. Knowing where and how to support where necessary.

• There are currently over 1000 self-serve customers within Business-2-Business that have gone through a sales process, a key part of this role is contacting these customers once a year to understand if business requirements have changed or if they require further support.

• You will be able to work within tight deadlines and manage multiple tasks at once. Resolve queries as appropriate, in a timely matter, and in line with any relevant SLAs, liaising as appropriate with business stakeholders.

What we need

• Ability to grow & develop strong working relationships with business customers.

• Experience using the following tools; Business Booker, Business Account MI portal, Business Account Telesales portal, Microsoft Dynamics 365, Sales Portal and CAFÉ X.

• Ability to build genuine rapport and trust to win support at all levels of an organisation externally and internally.

• Ability to influence a customer decision.

• Strong understanding and ability to explain what Business Booker, Business Account and Commercial Agreements could mean for a customer, the values and benefits of all.

• Dealing with difficult business customers, complaints and queries from customers and or the sales team. Effectively manage these and understand where in the business you need to go to resolve these situations.

• Excellent ability to build internal relationships across Premier Inn teams and engage multi-functional resources around key tasks.

Be part of the Commercial

Meeting our ambitious goals to expand and reach new locations across the globe requires serious planning. It means analysing every little detail, spotting and overcoming barriers and working towards our ambitious plans. Think decision science, pricing, revenue and sales, and you’re there. With a lot of doing to be done, you can be part of making big change happen across the globe. Bring your drive and enthusiasm, and we’ll welcome you in.

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcome your application whatever your background or situation.