Guest Experience Advisor | Wolverhampton | £25,500
We are looking for a Guest Experience Advisor to join our Guest Experience function, with a dedicated focus on managing escalated guest complaints. This is a varied, customer-facing role which is key to delivering our company strategy to become the UK’s number one local pub company.
Acting as a primary point of contact for both guests and employees, you will play a vital role in ensuring an exceptional experience for all Marston’s guests. The role involves managing guest interactions, handling escalated complaints, addressing enquiries and resolving issues—while also providing guidance and support to field teams to improve the guest experience at a local level through our core CX platform, Reputation.
With a new business strategy and an even greater focus on delivering for our guests, there has never been a more exciting time to join us. If you’re resilient, solutions-focused and confident handling complex situations—and want to work in a positive environment where people are genuinely valued—Marston’s could be right up your street.
Opportunities like this don’t come around often - so don’t delay with your application.
Key Responsibilities
- Engage with guests in a warm and professional manner via phone, email and social media
- Take ownership of escalated, multi-issue and sensitive complaints from initial contact through to full resolution
- Resolve concerns promptly and effectively, always aiming for a positive outcome
- Accurately document and track guest issues using our CX platform (Reputation), capturing root causes and key insights
- Work closely with internal teams (including operations, food safety, marketing and corporate affairs) to ensure aligned and effective responses
- Proactively manage and follow up your caseload, ensuring all cases are resolved within agreed timescales
- Ensure compliance with Data Protection legislation, handling personal information responsibly at all times
- Provide guidance and support to pub and operational teams on all aspects of the Reputation platform
- Support through calls, emails and Teams screen sharing sessions
- Contribute to the design and delivery of training materials, webinars and workshops
- Monitor key guest metrics, including Reputation scores, to identify trends and areas requiring focus
- Work collaboratively with Service Desk, Data and Digital teams to optimise guest experience insights and improve scores
What We’re Looking For
- Proven experience handling escalated or complex complaints, from investigation to resolution
- Excellent written and verbal communication skills
- Strong problem-solving ability with a customer-first mindset
- A proactive, positive approach and the ability to engage confidently with a range of stakeholders
- Good technical skills and the ability to quickly learn new systems (experience of CX or CRM platforms is desirable, but not essential)
Please note that as part of your application, you must submit a cover letter (minimum 250 words) outlining your experience in handling complex or sensitive complaints.
What you get from us: You’ll be joining an award-winning local pub company that puts people first, lives by people-led values, and offers real opportunities to advance your career - with genuine benefits that include:
- Training and induction from our NITA award training team
- Apprenticeship programmes – offering development at any stage of your career
- Enhanced Maternity & Paternity leave
- 30% off in Marston’s pubs and Marston’s Inns accommodation
- Marston’s Cheers Reward & Recognition Platform (earn points to spend for living and breathing our values and behaviours and access high street retailer discounts)
- Save as you earn scheme
- Employee assistance programme, to support your well-being including confidential 24/7 helpline
- Pension scheme with additional Life Assurance and Group Income Protection cover included
- Health Screening Discounts
- Long Service Awards
- Buy and sell additional leave
- Gym Discounts
- 24-hour GP helpline
- Mortgage Advice and support
- Healthcare Cash Plan
Come as you are. Personality and passion is important to us. No judgement on where you've come from, or your story to date, just a need for the right attitude and an ambition that matches ours. We'll accept you and celebrate you for being you.
We can't wait to see what we can make happen together! #MarstonsWherePeopleMakePubs
