Help Desk Team Member
Greene King
Bury St Edmunds, GB
1d ago

Bury St. Edmunds

Help Desk Team Member

Westgate Brewery

Bury St Edmunds, SUFFOLK, IP33 1QT

Firstly who are we?

We are the country's leading pub retailer and brewer, running over 3,000 pubs, restaurants and hotels in towns, villages and city-centre high streets across England, Wales and Scotland.

So what is it like to work here?

We work behind the scenes to guarantee the smooth operation of our pubs, restaurants, hotels and breweries. With around 44,000 people all across the UK who rely on us for guidance and support.

Making sure we deliver this to a business as large and fast-paced as Greene King isn't always easy, but with the right attitude and an unyielding commitment to our customers, anything is possible.

We pull together to get things done and work hard to motivate and support each other to do well as one team. We believe in celebrating successes and recognising others for what we do, ask any one of our employees and they will say they are proud to be part of Greene King.

The role

At Greene King, we live our Winning Ways; we want to hire people who share these values and will role model Winning Ways to their teams, developing those around them into our future leaders.

Come and help us to become "The Best Pub Company in Great Britain".

Role purpose ..Customer focused service to the Tenants / House Managers, Area Managers and Surveyors on all property and equipment issues.


  • To answer telephone calls from the houses, to ensure maximum first time pick up and effectively question managers to determine service / repair issues, background of problems and necessary response time.
  • Deal with all issues efficiently and cost effectively ensuring a high level of customer satisfaction is achieved.
  • To action all administration tasks around reactive and proactive works in order to see repairs through to a speedy resolution
  • To manage customer expectation, and control business criticality for the business unit.
  • To effectively manage chasing jobs, ensuring all appropriate details relating to house issues / orders are input onto Pulse system via call notes, in order to maintain an effective audit trail.
  • To allocate an appropriate contractor / supplier to use for fast and cost effective resolution of the issues, proactively managing the contractors' performance.
  • To review warranty information and project information when assessing appropriate action to deal with repairs.
  • To liaise with appropriate budget holders for authorisation where necessary.
  • Escalate issues assertively, and keep line manager informed.
  • Update Pulse System with call notes to provide relevant and up to date information on outstanding repairs.
  • Ensure all equipment replacement is managed effectively, including 'repair vs replace' review, and proactive management and communication to installation
  • Undertake follow up calls to sites to ensure problems are fully resolved, and provide accurate contractor measurement data.
  • To Action all reactive & proactive views as well as emails.
  • Skills & Experience -

  • Customer focused and service quality approach
  • Excellent telephone communication skills
  • Effective listening and questioning skills
  • System skills Bespoke system, training to be given
  • Business / Property knowledge desirable but not essential
  • Outstanding work planning skills and the ability to manage conflicting priorities and achieve within tight deadlines
  • Ability to act on own initiative
  • Effective inter-personal and problem solving skills
  • Ability to deliver consistently under pressure
  • Attention to detail
  • This role has core hours of Monday - Friday 9 : 00 - 5 : 15pm with a share of the extra shifts available paid at a higher rate, typically involving occasional weekend shifts (around one day every 3 weeks on a weekend and typically one evening a week until 9pm)

    This is an excellent opportunity to join a great team within the Greene King business - for more information please apply today!

    What can we offer you?

  • Competitive salary
  • 33% Greene King Discount (for all managed pubs including Local Pubs and brands such as Hungry Horse, Eating Inn, Old English Inns and Loch Fyne)
  • Wide range of employee benefits (pension, dental, share save, free refreshments, on site cafe)
  • Excellent Training and Career Progression opportunities
  • 25 days holiday each year (Not including bank holidays). Role dependent
  • Onsite parking
  • Apply
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