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.
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
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
About Silverstone
We're Silverstone, the UK's leading motorsport venue for over 60 years. You probably know us as the hosts of world-class events, such as the Formula 1 British Grand Prix, MotoGP and Silverstone Festival.
As a true, one-of-a-kind destination, we make people feel the thrill on and beyond the track. From unforgettable business experiences at our International Conference & Exhibition Centre, to unique getaways and iconic trackside views at Escapade - we work hard to ensure each and every one of our visitors can see our personality, touch our legacy and hear our heartbeat around every single corner. And we want you to be a part of it.