Hospitality Customer Service Manager
2 weeks ago
COMMERCIAL TEAM
Our Commercial department is full of go-getters, and we’re racing ahead with our longer term vision of sustainability and diversification. This means that we have a number of large and smaller scale initiatives in the works to make Silverstone more profitable, sustainable and a better place to work. We take the birds-eye view to work with the rest of the business to drive commercial sales, form strategic partnerships, evolve our customer experience and identify key areas that are missing from the team. And, there has never been a more exciting time to join as we accelerate into the future.
JOB PURPOSE
Reporting to the Customer Services Manager be a proactive member of the customer service team ensuring that a high level of service is provided to all customers and clients.
Ensure that at all contact points throughout the customer journey are reflective of the brand and high standards, exceeding expectations.
KEY RESPONSIBILITIES
- Manage the day to day hospitality enquiries.
- Proactively organise own workload
- Ensure all operational systems are working and up to date.
- Provides regular communication between the wider team.
- To be proactive and find ways of capitalising bookings and maintaining strong relationships.
- Maintain and foster positive relationships to enhance sales.
- Provide accurate product and up to date service information.
- Proactively offer good customer service to all customers across all products
- Handle and resolve customer complaints.
- Identify and escalate priority customer issues
- Complete monthly service graphs
- Be proactive and anticipate opportunities to provide product advice to customers and demonstrate ability to maximise sales.
- Provide customer service at events key events, such as the F1. MotoGp and Festival.
TEAM RESPONSIBILITIES
Create a positive and customer-centric environment within the team.
Demonstrate conviction in finding innovative approaches to solutions.
Willing to go the extra mile to delight customers.
Professional presentation both physically and in all aspects of work.
PERFORMANCE RESPONSIBILITIES
Performance will be monitored against the following:
- Customer Satisfaction
- Professional presentation both physically and in all aspects of work in order to reflect Silverstone values.
- Service level of responding to customers in agreed time
- Objectives set through the Personal Development Review process.
KEY RELATIONSHIPS
- Hospitality Events Manager
- Customer service Manager
- Ticketing Manager
- Marketing
- IT Support
- Public Events
- Customer service team
KNOWLEDGE, SKILLS AND QUALIFICATIONS
- Has at least three years of experience in customer service administration
- Excellent customer service skills
- Willing to lead by example and set standards of behaviour and positive attitude.
- Experience with using Customer Service tools e.g. Zendesk.
- Responsibility, adaptability, and patience
- Experience within a sales environment.
- Excellent communicator – articulate through written and verbal, good listening skills and telephone manner.
- Good knowledge of Windows packages (Word/Excel) and use of the internet
- Flexible approach to working hours including weekends.
- Full clean UK driving licence
- Works well as a team player and uses own initiative.
- Passionate about customer care
SUSTAINABILITY
We don’t just look after our team and our fans. We want to look after our world too. We're committed in our responsibility to reach our zero-carbon goal. So, we've adopted greener methods within our workplace, donated more than 20 tonnes of surplus food, and installed over 2,700 solar panels which generates 13% of our venue’s power - with all other energy from 100% renewable sources. Our dedication has earned us Three Star FIA Environmental Accreditation, but this is just the start.
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