Job title: Customer Relations Executive
Based at: Cheltenham Racecourse
Contract type: Permanent
Hours: 37.5 hours per week
⚪ About the role
We have a fantastic opportunity for a Customer Relations Executive to join our Cheltenham Racecourse team to provide Exceptional service on every customer interaction.
🟡 About The Jockey Club
The Jockey Club stages thrilling sporting occasions and live events nationwide including The Grand National, The Cheltenham Festival & The Derby. Owning & operating 15 courses, millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on racedays and beyond.
As the largest commercial group in British racing, we are guided by our mission to act for the long term good of the sport. Every penny we make goes back into racing to promote excellence within Britain’s second biggest spectator sport. Our people are what makes this possible
At The Jockey Club people are at the heart of what we do and drive our success. We are inclusive and actively seek to attract people with unique backgrounds and perspectives. Diverse, collaborative teams are pivotal to our success and support the potential and growth of all our people.
🟢 The Customer Relations Executive will
Develop reception area as the first point of contact for all customer queries & ensuring it is always welcoming & presentable.
Support reception with the welcome of visitors to the racecourse & notification of visitors attending meetings to the relevant persons.
Seek up to date information from colleagues to enable a full & detailed knowledge of business activities, events and meetings.
Answer incoming office calls & direct to the appropriate persons or provide advice on the location of the information.
Respond to or distribute office email queries & ensure they are answered within 4 working hours of receipt.
Manage and distribute inbound office deliveries, outgoing post and control & security of keys.
Be responsible for departmental stationery ordering, stock control & distribution.
Have a thorough knowledge of all products offered for sale & act as a key contact for racecourse members. Take ownership of customer cases & ensure memberships benefits are delivered to improve satisfaction.
Service customer walk-ins, phone calls & emails regarding all aspects of admission & memberships, including new customers & renewals.
Provide tailored sales options to meet customer needs, using extensive knowledge of all products available & upselling where appropriate.
Promote admission & memberships including the allocation of grandstand seating, car parking & other sales initiatives.
Process ticket orders & print as required, accept payments, action all purchases including merchandise.
Be first point of contact for ticket queries from the Contact Centre.
Respond to phone messages from any of our phone lines to meet agreed service levels.
Handle Accessibility requests including Personal Assistant Tickets & unique raceday dietary or support letter requests. Also providing support with carer memberships.
Report on “front of house” feedback from customers to the Senior CR Executive & support in the improvement of the end-to-end customer journey.
🔵 About you
Experience of working in a Customer Service or relationship management role
Excellent communication style with a passion for providing first class customer service.
Knowledge of Microsoft Office packages, specifically Word & Excel.
Thrives on contributing to a positive team environment.
Super organised and able to prioritise workload.
Ability to remain calm in a busy sometimes pressurised environment.
🟣 What we offer in return
All colleagues can go along to any of our race day or music events free of charge – along with 3 friends or family with our TeamPass Ticket scheme.
An award-winning pension scheme provider with a generous employer contribution
A healthcare cash back plan enabling you to claim money back on health & wellbeing services.
25 days annual leave
Access to a suite of Learning & Development training resources from renowned providers
A whole host of other benefits including free eyecare vouchers, a ride to work cycle scheme & discounts across varying retailers & services.
If you think you have everything we’re looking for and more, then we’d love to hear from you. Don’t hang around, our closing date for this vacancy is 27th October but we reserve the right to bring this forward if we have many applications.
This role may be subject to a criminal record check, standard or enhanced DBS check or BHA Suitability Check. By applying you confirm that you are happy for these checks to be carried out.