The Jockey Club
Customer Relations and Owners & Trainers Executive
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Job title: Customer Relations and Owners & Trainers Executive
Based at: Sandown Park Racecourse.
Contract type: Permanent
Hours: 37.5 hours per week
About the role
We're looking for a customer-focused and proactive Customer Relations and Owners & Trainers Executive to help deliver all aspects of Customer Relations across the London Hub, supporting the Owners and Trainers experience, ensuring the delivery of exceptional service and enhanced experiences for all attendees.
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 courses, millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on racedays 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 and Owners & Trainers Executive will
- Act as the first point of contact for all Customer enquiries across the London Hub Racecourses, to include Ticketing, Memberships, Feedback and Complaints.
- Use proactive sales techniques and identify upsell opportunities, to support the Hub in achieving budgets for Ticketing and Membership.
- Support the Senior Customer Experience and Hub Project Manager to deliver all aspects of Raceday Ticketing Operations.
- Be the first point of contact for all accessibility enquiries Hub wide and design and maintain an Accessibility Guide for the Hub, ensuring information is updated regularly and shared with guests ahead of time.
- Ensure all customer Feedback/Complaints are resolved in a timely manner and recorded efficiently to enable themes to be identified, engaging key stakeholders as required.
- Work collaboratively across the Hub, supporting in the delivery of Membership packages, to include processing orders and fulfilment of Memberships.
- Monitor and record stock levels of all fulfilment items and prepare orders as required.
- Oversee the Reciprocal offers for each Racecourse aligned to the Membership package.
- Act as the first point of contact for the Contact Centre for all London Hub related enquiries.
- Be fully competent in all relevant Jockey Club systems, including Future Ticketing, 125Data and TeamCard.
- Support the wider Customer Experience function as required to ensure the Customer Experience and Service standards delivered meet and exceed expectations.
- Play a key role in delivering new Hub initiatives and Projects – driving innovation, continuous improvement and commercial value.
- Support the Senior Owners & Trainers Executive in all aspects of delivery for Owners, Trainers, Jockeys and other key stakeholder groups.
- Support with enquiries pre-, during and post-Raceday from Owners, Trainers and Participants.
- Assist with the Communications strategy for Owners & Trainers to ensure we are providing the best service and experience for attendees.
- Provide administrative support to the Senior Owners & Trainers Executive to ensure effective coordination of fixtures, timings, rotas and operational requirements.
- Work closely with Jockey Club Experiences to design and develop the racing offer for Owners, Trainers, Racing Staff and Officials, ensuring excellent customer experiences whilst effectively controlling costs and identifying efficiencies.
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About you
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- Passionate about delivering exceptional customer service and memorable experiences.
- Previous administration and customer service experience in a fast-paced environment.
- A problem solver confident in handling customer enquiries and resolving complaints professionally.
- Customer centric mindset with excellent attention to detail.
- Friendly, approachable and able to build strong relationships with a variety of stakeholders across multiple departments.
- Excellent communication and interpersonal skills with the ability to influence internal and external stakeholders.
- Analytical thinker with experience of interpreting customer data. Able to use your own initiative and take ownership of tasks from start to finish.
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 6th October 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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