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    • Mentor line managers in regards to customer experience and provide ongoing support to contact centre staff.
    • Support internal audits and governance reporting on…
    • Encourage consistent communication and ownership throughout the customer journey.
    • Experience managing inbound contact centre operations or similar customer…
    • Proven track record in a customer service role, with a focus on delivering high quality customer experience.
    • As the primary point of contact for customers after…
    • You will act as the voice of the customer internally, ensuring client needs shape our product, strategy, and overall experience.
    • Provide training to customers in the use of the Abacus customers portal.
    • Documenting and tracking customer information (i.e. NPS, CSAT and customer…
    • Conduct regular performance reviews and strategic meetings with customers.
    • Develop and execute strategic account plans to drive sustainable revenue growth…
    • A genuine passion for delivering an outstanding customer experience and helping customers achieve their business goals.
    • Reducing churn and increasing customer retention.
    • You'll be able to move effortlessly between conversations with customers, engineers and senior leaders,…
    • Leadership Experience: Proven track record of managing teams in customer service or operations-focused settings.
    • Thomas Assessment (Approx. 1 Hour).
    • The ideal candidate will have experience in first-line leadership or management and be comfortable with having a remote manager.
    • Experience in dealing with customer feedback and interacting with them on social media.
    • This generates strong customer loyalty, with a re-book rate of over 80%.
    • Collaborate with the sales and marketing teams to ensure consistent messaging and a unified customer experience.
    • Handle complex or escalated customer issues.
    • Previous customer service experience is essential.
    • Fully understanding the individual customer requirements.
    • To support account managers with customer bookings…
    • Exceeding customer expectations and delivering the best experience possible.
    • A passion for delivering exceptional customer service and going above and beyonf to…
    • Exceeding customer expectations and delivering the best experience possible.
    • A passion for delivering exceptional customer service and going above and beyonf to…

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Job Post Details

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Pub Manager - Live In Available - job post

Acorn Pubs
3.5 out of 5 stars
Royston SG8 7BZ
Up to £55,000 a year - Permanent

Location

Royston SG8 7BZ

Benefits

Pulled from the full job description

  • Referral programme
  • Employee discount
  • Company pension
  • Cycle to work scheme
  • Discounted gym membership
  • Car scheme

Full job description

Are you a seasoned and dynamic leader with a passion for hospitality? We are seeking an experienced Pub Manager to lead the way in delivering exceptional pub experiences at the Banyers House. You’ll have autonomy over bar products, work with the kitchen team to create seasonal menus, and use your entrepreneurial flair to design your own events to drive the business!

Banyers House is entering an exciting new chapter as part of the Acorn and Brunning & Price family. Currently undergoing a major refurbishment, we’re preparing to relaunch as a brand-new, beautifully reimagined pub that blends fresh design with the warm, welcoming atmosphere we are known for. This is a unique opportunity to join us at the very beginning of the journey, be part of building a new team, and help shape an exceptional pub experience for our future guests from day one.

And there’s plenty more in it for you!

Our Offer

  • Package up to £55k including profit share (guaranteed for first three months) and TRONC
  • Accommodation available if required (one bed apartment)

The Extras

  • We know you work hard so we feed you well - free meals on shift, choose from the menu!
  • 30% discount for you, your friends and family across Acorn Pubs, Brunning and Price and our group including wagamama and selected airport pubs and restaurants.
  • It’s never too early to start saving for the future with a NEST pension.
  • Protection for your family with life assurance.
  • Great discounts via Perks on Tap saving you money on everyday purchases and more.
  • Cycle to work scheme.
  • Electric vehicle scheme.
  • £1,000 referral bonus for introducing new Managers or Chefs to the company.
  • Wagestream - use flexible pay to choose when to get paid.

Your Wellbeing – it’s important to us!

  • Free 24-hour confidential legal and information helpline for you and your family.
  • Bespoke wellbeing support offering free counselling for all crew.
  • Access to health checks and virtual GP appointments.
  • Discounted gym membership.
  • Plenty of social get togethers – it’s not all work and no play.
  • Recognition platform with regular thankyous.

Career progression – we want you to grow with us!

  • Superb internal and external development programmes to support your progress.
  • Advanced Leadership Skills course enhancing self-awareness and soft skills.
  • Regular days out exploring fresh seasonal produce.
  • Bespoke drinks tasting events.
  • We encourage movement between our pubs so you can have a long-term career with us.

About you...

We’re looking for a warm and charismatic manager to lead a friendly, ambitious team and drive this busy pub forwards. You’ll enjoy a high degree of independence with the freedom to be creative and run the pub as if it were truly your own.

You’ll be interested in and knowledgeable about food and drink with a genuine passion for beer and wine. Commercially and financially astute, you’re at your happiest looking after customers whilst training, inspiring and developing your team. As a proven general manager from a premium, food-led background, you’ve previously built a successful business with a good local reputation and will thrive in a place where you have the freedom to do exactly that.

About Acorn Pubs...

  • A collection of 10 pubs, 6 of which have bedrooms.
  • Our wider company, Brunning and Price, includes 79 pubs across the country.
  • A company with heart, where individuality, personality and diversity are encouraged.
  • A company committed to reducing our carbon footprint, working sustainably, and supporting our local communities.
  • @brunningandpricecareers #bandplife

If you’re ready to be part of a family where you can genuinely make a difference, then make your next career move a pub manager position with Acorn Pubs and apply now!

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