In 1811 the Blathwayt family held the first major race meeting at Bath Racecourse. More than 200 years later in the summer of 2016, the racecourse underwent a multi-million pound redevelopment. The racecourse has now been transformed into one of the region’s leading sporting and corporate venue befitting of the World Heritage City of Bath.

This is a great opportunity to join an award winning and vibrant team at an exciting stage in Bath Racecourse’s history.  Since our redevelopment we have won numerous industry awards including ‘The Best Racecourse Catering’ at The Racecourse Catering Awards and the coveted ‘Best Customer Service’ at The Racecourse Association Awards.  We have ambitions to become one of the country’s leading small racecourses and the Customer Services Executive will play a key role in realising this ambition.

About the role

An exciting opportunity for a customer-focused and enthusiastic individual to join an award-winning leisure and events venue.

The Customer Services Executive is an integral member of the Bath Racecourse team; ensuring the racecourse maintains its vibrant and exciting reputation. Working with the racecourse’s marketing team, the Customer Services Executive will deliver exceptional customer service and help drive attendance to the 22 horse racing fixtures that take place each season.

As well as being on the frontline dealing with customer queries and bookings, the Customer Services Executive will also look for opportunities to help increase attendance; particularly with group bookings, upselling, cross-selling and delivering corporate bookings

This will be achieved through converting enquiries as well as proactively identifying and sourcing new customers.  You will need to renew and retain existing clients by ensuring they receive excellent customer service and by keeping a dialogue open to ensure they are aware of all future opportunities.  Your weekly, monthly and annual targets will include:

  • Customer feedback scores
  • Meeting commercial targets
  • Upselling and cross-selling
  • Ensuring effective delivery of partnerships

The challenges of the role are also its benefits; it’s fast paced, varied and no two days are the same.  You must be enthusiastic, approachable and keen to put the customer first, have a great telephone manner, good grammar and be highly organised.

What we offer

  • Competitive salary depending on experience
  • Contributory pension scheme
  • 22 days holiday pa plus Bank Holidays
  • Development opportunities/potential for professional accreditation
  • Opportunity to work in a successful growing business and shape your role with a high level of autonomy and self-direction
  • 40 hours per week, working 5 days out of 7 and including occasional evening and weekend work

Skills/ Knowledge/ Understanding

Essential:

  • Customer service experience in a fast paced environment
  • Desire to work to targets
  • Creative thinker
  • Ability to work under pressure and manage a diverse workload
  • Ability to work flexibly including evenings and weekends
  • Excellent written and verbal communicator
  • Enthusiastic with a willingness to learn and develop
  • Team player
  • Eligible to work in UK

Desirable:

  • Marketing or business studies qualification
  • Interest in or knowledge of horse racing
  • Experience in a leisure or sporting environment
  • Good IT skills particularly Microsoft Office

Personal Attributes

  • Enthusiastic and determined
  • Energetic and willing to lead by example
  • People-orientated with an open, participative, team-based working style
  • An excellent communicator at all levels across the business and with customers
  • Strategic thinker
  • Team player
  • Organised, systematic, analytical and process driven
  • A sense of humour and willingness to roll your sleeves up as part of our hands-on team

Above all, someone who is genuinely motivated and excited about our aspirations (to become the Best Small Racecourse in the UK), values (exceptional customer service) and business objectives (to overachieve commercial targets and deliver ROI.)


Closing Date

09-02-2020

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