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- Tasks: Be the friendly face of customer service at Cheltenham Racecourse, handling queries and ensuring a welcoming atmosphere.
- Company: Join The Jockey Club, the largest commercial group in British racing, hosting thrilling events nationwide.
- Benefits: Enjoy free race day tickets for you and friends, generous leave, and a fantastic pension scheme.
- Why this job: Make a real impact on customer experiences while working in a vibrant, inclusive team environment.
- Qualifications: Previous customer service experience and excellent communication skills are essential; Microsoft Office knowledge is a plus.
- Other info: Apply by August 13th; early applications may be prioritised.
The predicted salary is between 24000 - 36000 £ per year.
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 course’s, millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on raceday’s 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 Executivewill
- 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 August 13th 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.
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Customer Relations Executive employer: The Jockey Club
Contact Detail:
The Jockey Club Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Executive
✨Tip Number 1
Familiarise yourself with The Jockey Club and its events. Understanding the culture and values of the organisation will help you connect better during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Practice your communication skills, as they are crucial for a Customer Relations Executive. Engage in role-playing scenarios with friends or family to simulate customer interactions and refine your responses.
✨Tip Number 3
Showcase your organisational skills by preparing examples of how you've managed multiple tasks in previous roles. This will highlight your ability to thrive in a busy environment, which is essential for this position.
✨Tip Number 4
Network with current or former employees of The Jockey Club. They can provide valuable insights into the company culture and expectations, which can give you an edge in your application process.
We think you need these skills to ace Customer Relations Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service or relationship management. Use specific examples that demonstrate your communication skills and ability to thrive in a busy environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing exceptional customer service. Mention your knowledge of Microsoft Office and how you can contribute to a positive team environment at The Jockey Club.
Highlight Relevant Skills: In your application, emphasise skills such as organisation, prioritisation, and the ability to remain calm under pressure. These are crucial for the Customer Relations Executive role.
Show Enthusiasm for the Role: Express your excitement about the opportunity to work at Cheltenham Racecourse and your understanding of the importance of customer satisfaction in enhancing the overall experience for visitors.
How to prepare for a job interview at The Jockey Club
✨Showcase Your Customer Service Skills
As a Customer Relations Executive, your ability to provide exceptional service is key. Prepare examples from your past experiences where you successfully handled customer queries or resolved issues, demonstrating your communication skills and passion for customer satisfaction.
✨Familiarise Yourself with The Jockey Club
Research The Jockey Club and its events, such as The Grand National and The Cheltenham Festival. Understanding the organisation's mission and values will help you align your answers with their goals and show your genuine interest in the role.
✨Demonstrate Organisational Skills
The role requires excellent organisational abilities. Be ready to discuss how you prioritise tasks and manage your workload effectively, especially in busy environments. You might want to share specific tools or methods you use to stay organised.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific customer situations. Think of scenarios related to ticket queries, membership issues, or accessibility requests, and prepare your responses to highlight your problem-solving skills and calmness under pressure.
