At a Glance
- 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.
- Other info: Apply by August 13th; early applications may be prioritised.
- 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.
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.
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.
Customer Relations Executive in Cheltenham employer: The Jockey Club
The Jockey Club is an exceptional employer, offering a vibrant work culture at the iconic Cheltenham Racecourse, where employees are at the heart of our mission to promote excellence in British racing. With a commitment to inclusivity and diversity, we provide extensive growth opportunities through training resources and a supportive team environment. Enjoy unique benefits such as free access to race days for you and your loved ones, a generous pension scheme, and a range of health and wellbeing perks that make working with us both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Executive in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Jockey Club. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Jockey Club before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Executive in Cheltenham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Jockey Club:Your cover letter is your chance to shine! Tell us why you want to work at The Jockey Club specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Jockey Club!
How to prepare for a job interview at The Jockey Club
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
