Senior Customer Liaison Executive
4 weeks ago
**About Ascot - Summary & History**
Founded in 1711 by Queen Anne, Ascot Racecourse is a destination venue for world class horseracing and events, the leading racecourse in Britain and one of the finest in the world. Through Royal Ascot the aim is to host the most prestigious, popular and high-profile race meeting in the world.
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**
You will need to be available to work 12 June to 4 August 2023.
**PRINCIPAL RESPONSIBILITIES**
- Reporting directly to Racing and Customer Communications Manager
- Fielding phone calls & taking messages
- Liaising with internal departments to collate feedback for responses
- Logging complaints on internal ZenDesk platform
- Managing/supervising workflow of the customer liaison executive team
**OTHER RESPONSIBILITIES**
- Additional duties that may be required.
- Support Racedays as applicable.
- Such other duties as the Company may, at times, reasonably require.
**SKILLS, EXPERIENCE AND QUALIFICATIONS**
- Customer service experience desired
- Experience of supervising staff
- Ability to work in a pressurised environment
- Intermediate word, excel & outlook
- Excellent English and grammar
- Letter writing experience
- Excellent attention to detail
- Ability to work as part of a team
**VALUES**
The jobholder should understand our values are to enable them to promote Ascot as a first-class leisure venue and to ensure that all customers receive the best possible level of service. These include:
- Original: Lead the way
- Uplifting: Make every moment delightful
- Elegant: Take care of the detail
**COMPETENCIES**
The jobholder should possess core competencies to enable them to promote Ascot as a first-class leisure venue and to ensure that all customers receive the best possible level of service. These include:
- Customer service
- Commitment
- Teamwork
- Oral and written communication
- Initiative
- Creativity and innovation
- Attention to detail
**CLOSING DATE**
**EQUALITY, DIVERSITY & INCLUSION**
Ascot is committed to ensuring customers from all backgrounds and communities feel welcome at the Racecourse and are working to ensure our internal teams are nurtured within a supportive and inclusive environment. Our mission is to eliminate discrimination and prejudice of any kind at our venue and throughout our business. By educating and implementing meaningful actions across all that we do, we can make certain that Ascot is a place for everyone to enjoy.
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