Fulfilment Administrator

**ABOUT ASCOT**

For the past 300 years, Ascot has staged some of the greatest horse races in the world. The brand is synonymous with the very best in customer service and experience and as we enter our next 300 years, we will look to grow internationally to allow the racing and venue to continue to thrive.

Royal Ascot is broadcast in over 150 territories with a reach of over half a billion people with significant and growing digital and social media engagement. It is a marquee event in the global sports and leisure calendar.

Ascot hosts around 600,000 racegoers a year across 26 race days, 300,000 of whom come to the five days of Royal Ascot. Royal Ascot capacity can reach an attendance of 75,000 on a day. Ascots conference and events business welcomes a further 200,000 customers a year outside racing.

Ascot aims to offer its racegoers something for everyone who wishes to be involved, and Royal Ascots offerings reflect this through the entry level Windsor picnic enclosure, the mid-tier Village enclosure, the central Queen Anne Enclosure and ultimately the Royal Enclosure. And incorporating up to 7000 racegoers in a wide range of private box and restaurant fine dining facilities.

In everything they do and how they do it Ascot and its people represent the Monarch.

**ROLE**

Asignificantly important role with a primary focus on the delivery of the RoyalEnclosure Fulfilment

Datingback to 1790, the Royal Enclosure is at the heart of Royal Ascot and consideredto be a key USP. It is the duty of theRoyal Enclosure Fulfilment Administrator to provide an efficient and well rundelivery of service to the membership, alongside accurate reporting for thebusiness.

TheRoyal Enclosure Fulfilment Administrator is responsible for the management andmaintenance of all data, and the fulfilment and delivery elements relating tothe Royal Enclosure and its Members. Therole will work closely with the Royal Enclosure Manager/ Senior Membership Managerin delivering the Fulfilment of Royal Enclosure Badge bookings, restaurantbookings and car parking for Royal Ascot.

**PRINCIPAL RESPONSIBILITIES**
- Deliveryof the Royal Enclosure badge revenue budget
- Provideregular reports of Royal Enclosure revenue
- Recruitmentof a temporary team to fulfil the requirements of the Royal Enclosure Officedelivery
- Personally exemplify exceptional customer servicestandards, and train, mentor and manage seasonal temporary team to deliver thesame standards
- Manageand oversee the fulfilment of the Royal Enclosure badge dispatch operation,including location, security, storage and Royal Mail
- Liaisonand management with internal and external stakeholders for printing, ticketing andall related collateral
- Developmentand maintenance of software to support badge sales, customer website andmembership portal
- Managethe most efficient process for the purchase and fulfilment of all RoyalEnclosure Membership Badges
- Actas a senior representative during Royal Ascot for all Royal Enclosuretroubleshooting and operational escalation issues
- Comprehensiveaudit and badge reconciliation annually for the Royal Enclosure
- Developand evaluate the process for the management of the Royal Enclosure membershipto introduce technology where relevant and to find the most efficient but onbrand methods of purchasing badges and Member engagement with Ascot
- Continueto improve the operational and administrative processes involved with thedelivery of the Royal Enclosure and a temporary team
- Striveto achieve best in class staff training for the Royal Enclosure Office,providing clear guidelines and instruction
- Supportdata management with marketing and external agencies to ensure accuracy acrossour data pool of Members
- Achievebest in class client service delivery and become known externally for the AscotWay

**MANANGEMENT**
- Temporarymanagement of contracted fulfilment staff (badge writers and packers)

**QUALIFICATIONS/SKILLS AND EXPERIENCE**
- Shouldbe degree (or equivalent) educated
- Qualifications or demonstrable experience in the management of both full and part time teams
- Qualificationsor demonstrable experience in team building
- Highly developed customer service skills
- Excellentoral and written communication skills at all levels
- Excellent administrative skills, budgetary andresource management
- Excellent ICT skills, e.g. Microsoft Outlook, PowerPoint,Word and Excel
- Working knowledge of databases, systems, andticketing portals
- Marketing understanding and ability to understandthe Brand and its values

**PERSONALSKILLS**
- Committedto raising the standard in every aspect of working life
- Abilityto work under pressure and deliver deadlines
- Abilityto communicate in a proactive and positive manner at all stakeholder levels
- Exemplarycustomer service skills
- Abilityto be flexible and adaptable
- Integrity,discretion, commitment and diplomacy
- Thewillingness to work in a spirit of partnership

**BENEFITS AVAILABLE**

Alongside a competitive salary we