AI-Driven Hospitality Contact Centre Executive

Stonegate Group; Birmingham; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Bonus Scheme

Private Medical Insurance

Dental Insurance

MiXR app discounts

Life Assurance

Pay on demand via Stream

Learning & Development programmes

Job summary

Stonegate Group is recruiting a Contact Centre Executive to join our customer service team across our pubs, bars, and venues in the UK. You will work with AI-enabled tools to handle complex queries that need human insight and judgement while routine tasks are automated for efficiency.

You will gain exposure to operations across drinks distribution, guest feedback, and site support, contributing to a best-in-class customer experience in the pub industry.

Qualifications

• Strong verbal and written communication skills.
• Adaptable to an expanding suite of systems and procedures.
• Experience in hospitality or pub operations is a plus.

Responsibilities

• Collaborate with our AI-powered query management system to triage and resolve customer issues.
• Intervene in escalated queries where human judgement is essential.
• Log, track, and resolve queries within SLA using our QMS.
• Build rapport with Publicans and internal teams.
• Promote digital self-service tools and encourage adoption.

Skills

Adaptable systems

Verbal and written communication

Proactive mindset

Multitasking

Digital tools

Hospitality/pub experience

Job description

Stonegate Group is recruiting a Contact Centre Executive to join our customer service team across our pubs, bars, and venues in the UK. You will work with AI-enabled tools to handle complex queries that need human insight and judgement while routine tasks are automated for efficiency.

You will gain exposure to operations across drinks distribution, guest feedback, and site support, contributing to a best-in-class customer experience in the pub industry.