Guest Experience Advisor

We are looking for a Guest Experience Advisor to join our Guest Experience function, with a dedicated focus on managing escalated guest complaints. This is a varied, customer-facing role which is key to delivering our company strategy to become the UK's number one local pub company. Acting as a primary point of contact for both guests and employees, you will play a vital role in ensuring an exceptional experience for all Marston's guests.

The role involves managing guest interactions, handling escalated complaints, addressing enquiries and resolving issues while also providing guidance and support to field teams to improve the guest experience at a local level through our core CX platform, Reputation. With a new business strategy and an even greater focus on delivering for our guests, there has never been a more exciting time to join us.

• Engage with guests in a warm and professional manner via phone, email and social media
• Take ownership of escalated, multi-issue and sensitive complaints from initial contact through to full resolution
• Resolve concerns promptly and effectively, always aiming for a positive outcome
• Accurately document and track guest issues using our CX platform (Reputation), capturing root causes and key insights
• Work closely with internal teams (operations, food safety, marketing and corporate affairs) to ensure aligned and effective responses
• Proactively manage and follow up your caseload, ensuring all cases are resolved within agreed timescales
• Ensure compliance with Data Protection legislation, handling personal information responsibly at all times
• Provide guidance and support to pub and operational teams on all aspects of the Reputation platform
• Support through calls, emails and Teams screen sharing sessions
• Contribute to the design and delivery of training materials, webinars and workshops
• Monitor key guest metrics, including Reputation scores, to identify trends and areas requiring focus
• Work collaboratively with Service Desk, Data and Digital teams to optimise guest experience insights and improve scores

• Proven experience handling escalated or complex complaints, from investigation to resolution
• Excellent written and verbal communication skills
• Strong problem‑solving ability with a customer‑first mindset
• A proactive, positive approach and the ability to engage confidently with a range of stakeholders
• Good technical skills and the ability to quickly learn new systems (experience of CX or CRM platforms is desirable, but not essential)
• Resilient, solutions‑focused, confident handling of complex situations

• £25,500 per annum
• 35 hours per week
• Award‑winning modern & sustainable office with the option of hybrid working
• 33 days annual leave with option to buy/sell up to 5 additional days per year
• Enhanced parental leave policies
• 30% discount off food & drink in Marston's pubs and Marston's Inns accommodation
• Apprenticeship programmes – offering development at any stage of your career
• NITA award training team induction and training
• Enhanced Maternity & Paternity leave
• Marston's Cheers Reward & Recognition Platform (earn points to spend on discounts and high‑street retailer perks)
• Save as you earn scheme
• Employee assistance programme, confidential 24/7 helpline for wellbeing
• Pension scheme with additional Life Assurance and Group Income Protection cover
• Health Screening Discounts
• Long Service Awards
• Gym Discounts
• 24‑hour GP helpline
• Mortgage Advice and support
• Healthcare Cash Plan

Come as you are. Personality and passion is important to us. No judgement on where you've come from, or your story to date, just a need for the right attitude and an ambition that matches ours. We'll accept you and celebrate you for being you.