Job Description

Do you have a passion for delivering excellent customer service and looking for a new challenge?



We have a fantastic 9-month fixed term opportunity for a Guest Care Representative to deliver excellent customer service across social media, online channels and email.



You will be acting as a first point of contact for all our guests across our pubs & restaurants across a variety of channels and ensuring feedback is captured accurately and guided to resolution in good time.



Working remotely and at our Birmingham City Centre Head Office, you'll be part of our friendly Guest Care Social Media Team and will be required to work an average 35 hour a week shift pattern; these days will include Saturday and Sunday, covering a variety of shifts.

You'll be well rewarded...

Love eating out? You'll love it even more with a massive 33% discount across all our brands, so whether its date night at Miller & Carter or family roast at Toby Carvery we've got you covered. What's more, you can also choose FIVE of your nearest and dearest and sign them up to 20% family and friend's discount. Payday social - Held in our office bar (Yes, we have a bar in the office!) Never a dull moment - fun, laughs and lifelong friends!


On top of all this, we offer; a pension, 26 days paid holiday (pro rated), private medical plan, high-street shopping discounts; and we even give you free shares! There's also a free employee helpline- to support you with whatever life throws at you.

The Opportunity - Guest Care Representative

Capturing information accurately enabling feedback to be investigated and responded to effectively. Handling feedback via online channels and emails and where feedback can't be resolved at source, referring on to our pub/restaurant managers or internal experts. Providing administrative support to our pub/restaurant managers in facilitating feedback resolution. Working within agreed timescales, ensuring our guests and internal customers receive prompt and flawless service. Complying with Data Protection legislation at all times with the correct treatment of personal information being of utmost importance.

What you'll need to bring to the Guest Care Representative role:

Just like our brands, our teams are diverse. You'll need...



Experience in complaint or customer service handling, following and ensuring relevant processes are applied. Ability to be flexible in a highly reactive environment. Able to absorb and retain information quickly. Excellent written communication skills, fluency in conveying information constructively, personably and accurately. Strong social communication skills, ability to adapt tone to various audiences within a variety of communication channels. A thorough accurate approach with a good eye for detail. Good organisational skills. Comfortable in the digital world with use of apps/programmes/software including microsoft office applications, outlook, excel.

What makes Mitchells & Butlers a great place to work?

To us, a career isn't just about 'clocking in'. We really care about our colleagues, and we're an employer that keeps a promise. In fact, as one of the largest employers in the country, with over 44,000 people working for us, we have the responsibility of valuing every contribution from a diverse workforce that are representative of our guests, and who make us stronger.



Sounds like an opportunity where you could make a difference? Apply for this role today and we'll be in touch to explore how you could be part of our exciting journey.

Closing Date - 11:59pm Monday 4th August 2025