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For Companies At a Glance
- Tasks: Deliver outstanding customer service and resolve complex queries with empathy and insight.
- Company: Join the UK's largest pub and bar operator, Stonegate Group.
- Benefits: Enjoy 25 days annual leave, bonus schemes, and exclusive discounts.
- Other info: Be part of an inclusive culture that values individuality and supports wellbeing.
- Why this job: Kickstart your career in a dynamic environment with growth opportunities.
- Qualifications: Strong communication skills and a proactive, solution-oriented mindset.
The predicted salary is between 24000 - 28000 £ per year.
About Us
Stonegate Group is the UK’s largest operator of pubs, bars, and late-night venues, including Slug & Lettuce, Be At One, and Popworld, to name a few. We’re proud of our diverse portfolio and deeply committed to creating an inclusive culture that embraces individuality in all its forms—including neurodiversity. By fostering an environment where everyone feels welcome, valued, and supported, we reflect the vibrant communities we serve and empower our people to thrive.
The Opportunity
As a Contact Centre Executive you’ll deliver outstanding service across diverse customers and workflows. Working alongside AI-driven tools, you’ll focus on complex queries that require human insight, empathy, and judgement, while routine tasks are automated for efficiency. You’ll develop subject matter expertise in areas critical to running our pubs, bars, and venues, such as drinks and food distribution, technical brand installations, and guest complaints and feedback. In addition to resolving queries, some team members will support promotional campaigns, offering tailored solutions that enhance customer experience and drive business success. This role is an excellent entry point into the wider Stonegate Group. You’ll gain exposure to multiple business functions, develop transferable skills, and contribute to a team that’s redefining customer service in the pub industry.
Key Responsibilities
- Co-Working with our Intelligent Front Door (AI)
- Collaborate with our AI-powered query management system to triage and resolve customer issues.
- Intervene in escalated or nuanced queries where human judgement is essential.
- Contribute to the continuous improvement of AI by flagging gaps and suggesting enhancements.
- Query Resolution
- Handle inbound queries via phone, and our query management system Stonegate Support.
- Resolve issues related to drinks distribution, services, tech maintenance, distribution, and general operations.
- Liaise with our guests and site teams relating to complaints, feedback and subject access requests (SAR).
- Ensure all queries are logged, tracked, and resolved within SLA using our QMS.
- Responsible for liaising across teams, departments and third parties.
- Customer Engagement
- Build rapport with Publicans and internal teams, acting as a trusted point of contact.
- Promote digital self-service tools and encourage adoption.
- Operational Support
- Monitor and manage order diaries, ensuring timely and accurate processing.
- Support promotional campaigns by communicating relevant offers and brand messages.
- Escalate issues appropriately and follow through to resolution.
- Continuous Improvement
- Identify recurring issues and suggest process improvements.
- Participate in training and development to enhance service delivery and career progression.
- Campaign Participation
- Participate in promotional campaigns to support business initiatives.
- Sell tailored solutions to sites based on their specific needs and operational context.
- Collaborate with marketing and commercial teams to align messaging and campaign execution.
- Track engagement metrics and customer feedback to inform and refine future campaigns.
About You
- Adaptable to an expanding suite of systems and procedures.
- Strong verbal and written communication.
- Proactive, solution-oriented mindset.
- Ability to multitask and manage time effectively.
- Comfortable working with digital tools and systems.
- Experience in hospitality or pub operations is a plus.
What makes Stonegate a great place to work?
At Stonegate, we believe that when you feel your best, you do your best. That’s why we’re committed to supporting the health, happiness, and overall wellbeing of every team member. From lifestyle perks and flexible support to mental health resources, our benefits are designed to help you thrive, both in and out of work.
- 25 days of annual leave, plus 8 bank holidays, with the option to purchase up to 5 additional days of leave each year.
- Bonus Scheme.
- Access to discounted Private Medical Insurance through Vitality.
- Exclusive discounts on Dental Insurance.
- Reward Card via the MiXR app, giving you and your friends 25% off food and drinks as well as VIP entry across our Managed Estate.
- Life Assurance which gives access to Help @ Hand.
- Access to your pay early via Stream.
- The Stonegate Xtra portal with access to a wide range of high street discounts and offers.
- Discounted access to David Lloyd membership.
- Award winning Learning & Development programmes to drive your career.
If you have a disability as outlined by the Equality Act 2010 and require reasonable adjustments to be made during the recruitment process, please let us know in advance so that any support, aids or adaptations can be put in place to assist you.
Contact Centre Executive - 6m FTC - Stonegate Company Ltd in Solihull employer: Stonegate Company Ltd.
Contact Detail:
Stonegate Company Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Executive - 6m FTC - Stonegate Company Ltd in Solihull
✨Tip Number 1
Get to know Stonegate! Research our pubs, bars, and venues. Understanding our culture and values will help you connect with us during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Contact Centre Executive, you'll need to engage with diverse customers. Role-play common scenarios with friends or family to build confidence and refine your approach.
✨Tip Number 3
Show off your adaptability! Be ready to discuss how you've handled changes or challenges in previous roles. We love candidates who can thrive in dynamic environments, especially with our AI-driven tools.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Stonegate family. Don’t miss out on this opportunity!
We think you need these skills to ace Contact Centre Executive - 6m FTC - Stonegate Company Ltd in Solihull
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your unique personality shine through! We want to see who you are beyond just your qualifications. Use a friendly tone and don’t be afraid to share a bit about your interests or experiences that relate to the role.
Tailor Your Application: Make sure to customise your application for the Contact Centre Executive role. Highlight your relevant skills and experiences that align with the job description. We love seeing how you can contribute to our team and enhance customer service in the pub industry!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Avoid jargon and make it easy for us to understand your key points.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do—just follow the prompts and you’ll be all set!
How to prepare for a job interview at Stonegate Company Ltd.
✨Know Your Stuff
Familiarise yourself with Stonegate's diverse portfolio and the specific venues they operate. Understanding their brands like Slug & Lettuce and Be At One will help you connect your answers to their culture and values during the interview.
✨Showcase Your Communication Skills
As a Contact Centre Executive, strong verbal and written communication is key. Practice articulating your thoughts clearly and confidently. Consider role-playing common customer scenarios to demonstrate your ability to handle queries effectively.
✨Emphasise Adaptability
Highlight your ability to adapt to new systems and procedures, especially since you'll be working alongside AI-driven tools. Share examples from past experiences where you've successfully navigated change or learned new technologies quickly.
✨Be Solution-Oriented
Prepare to discuss how you approach problem-solving. Think of specific instances where you've identified issues and suggested improvements. This aligns perfectly with the continuous improvement aspect of the role and shows you're proactive.