Contact Centre Agent

Job title: Contact Centre Agent

Based at: Nottingham Racecourse Contact Centre

Contract type: Permanent

Hours: 40 hours per week (Any 5 from 7)

About the role

The Contact Centre Agent will handle the entire customer ticketing process, ensuring excellent service, promoting sales via calls, emails, and live chat, and assisting with printing, packing, and dispatching orders.

About The Jockey Club

The Jockey Club stages thrilling sporting occasions and live events nationwide including The Grand National at Aintree Racecourse, The Cheltenham Festival and The Epsom Derby. 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 Contact Centre Agent will

¨ Handle inbound and outbound customer service and sales calls for Jockey Club Racecourse and Jockey Club Services customers, promote ticket sales and provide customer service support.

¨ Be an advocate in great customer service, striving to provide resolution to customer concerns.

¨ Read, investigate, and respond to customer emails.

¨ Support Live Chat enquiries in a timely and professional manner.

¨ Assist with printing, packing, and shipping customer orders, ensuring racecourse content and delivery needs are met.

¨ Answer racecourse inquiries, offering guidance and support to both the racecourses and their customers attending events.

¨ Identify and escalate processes that hinder a great customer experience and offer suggestions for improvement.

¨ Ensure all administration tasks are completed accurately.

About you

¨ Have excellent communication style with a passion for providing first class customer service.

¨ Thrive on contributing to a positive team environment.

¨ Previous experience of customer facing or phone-based contact centre role.

¨ Good understanding of Microsoft programs and Internet/Web purchasing.

¨ Strong problem solving and organisational skills.

¨ A high attention to detail and the ability to prioritise.

What we offer in return

¨ All colleagues can go along to any of our racedays 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 19th December but we reserve the right to bring this forward if we have a high volume of 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.