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Customer Service Executive

Stonegate
Job LocationShirley, Solihull
EducationNot Mentioned
Salary£20,400 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Stonegate Group is the largest pub company in the UK. Home to over 4,500 sites both leased & tenanted and managed, we strongly believe that the pub is the heart of the British culture and that we deliver a fantastic customer experience. We are creating aone-stop-shop service to support all of our Publicans, alongside our Managed and Operator led businesses.This is a new role that puts our internal customer front and centre allowing them to do what they do best – run fantastic pubs! Our team will work across a number of key areas within the function providing effective timely support through service and addingvalue through promotional activity.We are looking for enthusiastic individuals who are motivated to start their journey within the office environment of the world’s biggest pub company. We value development and this role allows our team to grow service and sales skills that prepare them forfuture roles within the greater business. It is an excellent step into a career at Stonegate Group.Key Responsibilities of a Customer Service Executive

  • Actively influence our Publicans to embrace our online ordering the promotion of our website: The Publican Channel
  • Contact your assigned pubs in regard to their weekly drinks order adding value through promoting relevant brands and offers, as well as challenging adherence to the drinks tie.
  • Build a rapport with Publicans and internal stakeholders including our operations teams .
  • Support customers and the extended business in query resolution
  • Provide an effective and efficient resolution to incoming queries from our managed/operator led pub estate as well as our leased and tenanted Publicans via a dedicated phone line alongside our QMS system ‘Stonegate Support’
    • Stock Orders + Queries
    • HR Issues and Questions
    • Pub maintenance
    • Distribution issues
  • Answer all incoming phone calls and emails promptly and route to the correct Support Function team – training is available for our online telephony system (3CX)
  • Ensure that queries are owned seen through to a completed status, and within targeted SLA’s
  • Use reporting tools as required to track success of interactions and improve processes
  • Liaise with the greater business to resolve queries
We are looking for somebody who is service focused, is able to built relationships via a proactive attitude and is comfortable using multiple systems at once. This role is based at our Pub Support Centre in Solihull.A little bit about us…The Solihull Pub Support Team offices are light and airy offices in Shirley, Solihull, where you will be greeted by our Welcome Team. We have free onsite secure parking with EV charging and cycle storage, a subsidised canteen serving breakfast and lunch,as well as an onsite pub used for social events. The offices are fully accesible.Whats in it for you
  • 25 days annual leave
  • Annual Leave Purchase Scheme
  • Pension
  • Vitality Healthcare
  • Opt in dental insurance programme
  • Annual bonus scheme
  • The Stonegate discount card offering discounts across our managed estate
  • Online benefits portal offering discounts across the High Street and other retailers
At Stonegate Group, were proud to be the biggest operator of pubs, bars, and late-night venues in the United Kingdom. Our leading brands are diverse and well-known, including names like Slug & Lettuce, Be At One and Popworld. Find out more about a careerwith Stonegate Group at www.stonegatecareers.co.uk.If you have a disability as outlined by the Equality Act 2010 and require reasonable adjustments to be made during the recruitment process, please let us know in advance so that any support, aids or adaptations can be put in place to assist you. You cancontact us on .

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