Job Description

About Frankie + Lola's Soft Play

Frankie + Lola's Soft Play is a multi-award-winning, fast-moving family-friendly brand and premier children's soft play centre. Our mission is to deliver magical experiences for children and parents alike through fun play sessions, a vibrant on-site cafe, and engaging community events. As we continue to grow, we're looking for an ambitious and creative individual to grow with us.

Role Overview

We are establishing a new central call-handling function at our Walsall Head Office and are looking for enthusiastic Call Handler & Marketing Assistants to join our team.

The role combines customer service and basic marketing support. You will be the first point of contact for our customers calling or messaging us, ensuring every enquiry is dealt with professionally and promptly, while also helping with social media engagement and content support.

Key Responsibilities

Call Handling & Customer Service
- Answer incoming calls across all venues (via Freshdesk system).
- Respond to customer emails and social media messages.
- Provide accurate information on services, opening times, and bookings.
- Ensure excellent customer experience and minimise missed calls.

Marketing Support & Administration
- Respond to customer enquiries on social platforms.
- Assist with creating and scheduling simple posts (training provided).
- Track engagement and share feedback with management.
- Log enquiries and maintain accurate records.
- Support with general office admin where needed.

About You

- A clear and confident communicator with a professional telephone manner.
- Highly organised, with attention to detail.
- Comfortable using email, social media, and office systems (training provided).
- Positive, adaptable, and eager to learn.
- Previous customer service or admin experience is helpful, but not essential.

-Open to students who would like to work around college / university commitments.

How to Apply:

Please submit your CV and a cover letter. In your cover letter, please include brief answers to the following questions to help us get to know you better:

How many years have you been actively using social media (personally or professionally)? How many years have you been using email for communication or administration? Have you ever used

AI tools

(e.g. ChatGPT or similar)? If yes, please share a short example of how you used them. In your opinion, what does great social media engagement look like for a brand? Please give an example of a brand that does this well and explain why.
Job Types: Full-time, Permanent

Pay: 10.00-12.21 per hour

Expected hours: 15 per week

Benefits:

Employee discount On-site parking
Work Location: In person