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Delivering 5-Star Customer Service: Inside Greene King's Commitment to Service Excellence

Ellie  Burrows our consultant managing the role

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At Greene King, our values help to steer us along our journey towards becoming the pride of British hospitality. One of our values is a customer-first approach which means customers are at the heart of everything we do. 

No matter who we are, or where we’ve come from, we pull together as a team, we focus on our guests, and we do it in the Greene King way. There’s a reason why our customers keep coming back! 

If you have a passion for people and customer service, we may have a spot for you at Greene King! But first, let’s learn more about how we are able to deliver exceptional customer service day in and day out: 

What is a customer service job? 

Any role where you are customer-facing can technically be a customer service job. These roles come in all shapes and sizes but the people in these roles have a few things in common. They have a love for people, solving problems, and creating happiness. 

For example, our Bar and Waiting staff, are constantly raising the bar and creating great customer experiences in our pubs and restaurants. Greene King’s front-of-house teams go the extra mile to leave every customer with a smile on their face. 

We're committed to delivering outstanding value, unforgettable service, and unbeatable quality. You might be wondering, how do our teams create these memorable moments? 

Greene King’s commitment to service excellence 

Well, the answer to that question comes in two parts. 

The first is down to our culture. At Greene King, you’ll be welcomed by a diverse group of folk who all have one thing in common. We love to brighten someone else’s day. When we recruit new team members, we’re looking for people who are excited about creating a place where customers feel welcomed and can laugh, be themselves and relax. 

The second part is training. When you first join Greene King, we will make sure you have everything you need to shine in a customer service role. So when the 5-star reviews always mention you, you won’t be surprised! 

Nailing customer service: the skills and qualities 

Our training will give you all the skills and qualities needed for the job, so if you don’t have these skills yet, not to worry. You can still go ahead and apply and we’ll give you the support you need to be great at your job. Here are a few of the skills and qualities you’ll pick up: 

  • Patience and attentiveness - taking the time to listen to your customers' needs and giving them exactly what they ordered. 
  • Enthusiasm - serving with a smile, suggesting what to eat, and doing so with enthusiasm is what converts casual customers into lifelong fans.
  • Problem-solving - if something is not quite right with a customer’s order, you’ll be quick on your feet, find a solution, and make sure the customer is satisfied. 

Create magic in a customer service role at Greene King 

Customer service jobs are all about pouring happiness into lives at Greene King. Whether that is in the form of choosing the perfect bottle of wine, making cocktails that will make someone’s day, or greeting customers with a warm smile. 

Are you ready to become a master of great customer experiences? 

If you have what it takes to make people feel welcome and special in our pubs and restaurants, apply to our Bar & Waiting jobs today! 

Ellie  Burrows our consultant managing the role


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