One Call Analyst – Customer Relations
- 3 month FTC
- Full Time – 5 days per week in our Prezzo Support Centre, Islington, London (excluding weekends)
We’re looking for a One Call Analyst (Guest Relations), who will provide front-line primary support to Restaurants and support centre teams in our customer Support helpdesk.
Using your detailed knowledge of Prezzo and restaurants, your focus will be to find a solution to guest enquiries and problems and to focus on looking after our guests primary needs.
Where issues cannot be fixed by your team, you will be the expert in managing resolutions of issues with 3rd parties or internal team members. You will manage each issue through to resolution within a defined SLA, communicating with the restaurant (or guest) throughout the process to ensure they always have the latest updates available.
Provide exceptional customer service in person, via phone and email as appropriate.
Dealing with First line Guest relations helpdesk tickets.
Dealing with Guests’ refunds
Providing vouchers to guests
Have a good knowledge of Prezzo promotions and terms and conditions.
Have a good knowledge of the Prezzo Menu options.
Receiving, logging, and managing calls from internal staff via telephone and email.
Ability to escalate complex tasks. Including any Health and Safety issues.
From time-to-time administration duties
Publishing support documentation to assist other team members to resolve future issues.
The role will comprise both weekend and out of hours working on a rota basis, Restaurants do not operate 9 -5 Monday to Friday and neither does this team.
Experience and Technical Skills
Experience in recording and solving support issues from customers, prioritising requests, implementing, and communicating timely solutions.
Familiar with help desk procedures and change management processes.
Familiar with Customer relations.
Experienced in dealing with customer complaints.
Exceptional verbal and written English
Calm and able to cope under pressure (from externally or internally)
Analytical thinking – acquiring an understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts.
Attention to detail – applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
Information acquisition – well-developed analytical and problem-solving capabilities in identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps.
Customer focus – understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
Oral and written expression – communicating effectively by word of mouth and in writing.
Strong time management responsibility and project management skills
Good communication and interpersonal skills with an aptitude for communicating complex technical issues to both peers and non-technical staff.
We’re proud to have won awards in 2021 for Fair Employment at the Youth Friendly Employer Awards, the International Green Apple Award for Environmental Best Practice, the “Best Pizza Restaurant – Chain” at the PAPA Industry Awards, and finalists for the National Recycling Awards.
We also have a big focus on mental health and wellbeing, and we’re proud to have been accredited with the London Health Workplace Award Foundation Level, and to have been finalists for the “Best Mental Health Strategy” at the Employee Benefits Awards 2021, and “Best use of Benefits Technology” at the Employee Benefits Awards 2022.
- Structured career development opportunities
- 50% staff discounts at all Prezzo and other amazing retail offers
- Birthday day off
- Uncapped refer a friend scheme: earn up to £1000 for each friend successfully referred
- Wagestream membership – our financial wellbeing platform
- Life Assurance
- Free 24/7 access to online GP services, legal support and financial and debt management
- Grazie! – our reward and recognition platform
- Dedicated wellbeing and mental health support
Our Prezzo Values are delivered through the same behaviours seen in all our people, from our CEO to our newest recruit.
We have 4 values… One Team, Genuine Connection, Drive to Succeed and Pride.
-working together, with a common purpose, to achieve our goals
-building genuine relationships, where nothing is too much trouble
Drive to Succeed
-being bold enough to do the right thing, even when it’s hard, to help improve and grow
-making memorable moments by caring about everything we do, so everyone leaves wanting to return
At Prezzo, we want to create a genuinely inclusive workplace, where we embrace the differences of all our colleagues and celebrate diversity. We love to see applications from underrepresented groups and welcome applications from individuals, regardless of their background.
Location: Prezzo – IT Services and Infrastructure
Salary: £25000.00 – £27000.00 per annum fixed term contract