AI-Driven Contact Centre Executive

Stonegate Group; Metropolitan Borough of Solihull; In loco; GBP 22.000 - 28.000; Tempo pieno

Vantaggi offerti da questo lavoro

25 days annual leave

Private Medical Insurance discounts (V

MiXR rewards 25% off food and drinks

Life Assurance and early pay access

Descrizione del lavoro

Stonegate Group seeks a Contact Centre Executive to deliver outstanding service across diverse customers. You will work with an AI-driven front door, handle complex queries, and escalate where required while enabling digital self-service tools.

The role supports pubs, bars and venues, and offers exposure to multiple business functions within a leading hospitality group. You will resolve issues across drinks distribution, services and operations, log and track queries, and collaborate with site

Competenze

• Adaptable to an expanding suite of systems and procedures.
• Proactive, solution-oriented mindset.
• Ability to multitask and manage time effectively.
• Comfortable working with digital tools and systems.
• Experience in hospitality or pub operations is a plus.

Mansioni

• Collaborate with our AI-powered query management system to triage and resolve customer issues.
• Intervene in escalated or nuanced queries where human judgement is essential.
• Resolve issues related to drinks distribution, services, tech maintenance, distribution, and general operations.
• Liaise with our guests and site teams relating to complaints, feedback and SARs.
• Ensure all queries are logged, tracked, and resolved within SLA using our QMS.
• Build rapport with Publicans and internal teams, acting as a trusted point of contact.
• Promote digital self-service tools and encourage adoption.
• Monitor and manage order diaries, ensuring timely and accurate processing.
• Support promotional campaigns by communicating relevant offers and brand messages.

Conoscenze

Adaptable

Proactive

Multitasking

Digital tools

Hospitality experience

Strumenti

AI tools

Descrizione del lavoro

Stonegate Group seeks a Contact Centre Executive to deliver outstanding service across diverse customers. You will work with an AI-driven front door, handle complex queries, and escalate where required while enabling digital self-service tools.

The role supports pubs, bars and venues, and offers exposure to multiple business functions within a leading hospitality group. You will resolve issues across drinks distribution, services and operations, log and track queries, and collaborate with site