Silverstone
Hospitality Customer Service Advisor
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Hospitality Customer Service Advisor
Application Deadline: 2 March 2026
Department: Customer Services
Location: Silverstone
Description
CORPORATE AND HOSPITALITY EVENTS
No day is ever the same when you join our Corporate & Hospitality Team – we deliver knockout events week-in-week-out for some of the UK’s biggest brands.
One day we may be taking care of delivering on-track action for our corporate clients in our roaring Aston Martins and the next, we may be delivering an exhibition for 3000.
We're a highly motivated, innovative and specialised group of Event managers, coordinators and assistants. We oversee all aspects of an event from catering (delivering over 30,000+ business lunches a year!), AV, security, cleaning to health and safety and budget management. We love bringing any story to life with the creativity of our team of experts and the flexibility of our impressive International Conference & Exhibition Centre with 22 flexible spaces, and the on-site Hilton Garden Inn.
Job Purpose
Reporting to the Hospitality 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.
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Silverstone is committed to safeguarding and promoting the welfare of children and adults at risk and expects all team members and volunteers to share this commitment. Background checks and DBS checks at the appropriate level will be obtained prior to employment commencing.
Key Responsibilities
- Manage the day to day hospitality enquiries
- Successfully support the Hospitality Customer Service Manager
- Proactively organise own workload
- Provides regular communication between the wider team
- Compile and keep up to date FAQ’s
- 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 within boundaries
- Identify and escalate priority customer issues
- Be proactive and anticipate opportunities to provide product advice to customers and demonstrate ability to maximise sales
- Provide customer service at key events, such as the F1, Moto GP and Festival.
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
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Key Relationships
- Hospitality Customer Service Manager
- Hospitality Sales Team
- Marketing
- IT Support
- Operations and Hospitality Team
- Customer Service Team
Skills, Knowledge and Expertise
- Has at least two years of experience in customer service administration
- Excellent customer service skills
- Collaborates effectively within a team environment
- Adapts quickly to changing priorities and uses time productively to support where needed
- 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
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