Contact Centre Executive x3 (6M FTC) - West Midlands

Stonegate Group; Bilston; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

Bank holidays

Bonus Scheme

Private Medical Insurance - Vitality

Dental Insurance

MiXR discounts

Life Assurance

Pay early via Stream

Stonegate Xtra discounts

David Lloyd membership

Learning & Development programmes

Job summary

Stonegate Group is hiring a Contact Centre Executive to deliver exceptional service across diverse customers and workflows. You will work with AI-powered tools to triage and resolve complex queries, while routine tasks are automated for efficiency.

You’ll build expertise in hospitality operations, guest feedback, and promotional campaigns to boost customer satisfaction and business outcomes. Key responsibilities include handling inbound queries, logging and resolving issues within SLA, and

Qualifications

• Excellent verbal and written communication required.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience in hospitality or pub operations is a plus.

Responsibilities

• Collaborate with AI-powered query management system to triage and resolve customer issues.
• Handle inbound queries via phone and Stonegate Support; resolve issues related to drinks distribution, services, and occasions.
• Liaise with guests and site teams regarding complaints, feedback and SARs; ensure queries logged and resolved within SLA.

Skills

Strong communication

Multitasking

Hospitality experience

Digital tools proficiency

Tools

Stonegate Support

Job description

As a Contact Centre Executive, you'll deliver outstanding service across diverse customers and workflows. Working alongside AI-driven tools, you'll focus on complex queries that require human insight, empathy, and judgement, while routine tasks are automated for efficiency. You'll develop subject matter expertise in areas critical to running our pubs, bars, and venues, such as drinks and food distribution, technical brand installations, and guest complaints and feedback. In addition to resolving queries, some team members will support promotional campaigns, offering tailored solutions that enhance customer experience and drive business success. This role is an excellent entry point into the wider Stonegate Group. You'll gain exposure to multiple business functions, develop transferable skills, and contribute to a team that's redefining customer service in the pub industry. Duties and Responsibilities: 1. Co-Working with our Intelligent Front Door (AI) 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. Contribute to the continuous improvement of AI by flagging gaps and suggesting enhancements. 2. Query Resolution Handle inbound queries via phone, and our query management system Stonegate Support. 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 subject access requests (SAR) Ensure all queries are logged, tracked, and resolved within SLA using our QMS. Responsible for liaising across teams, departments and third parties. 3. Customer Engagement Build rapport with Publicans and internal teams, acting as a trusted point of contact. Promote digital self-service tools and encourage adoption. 4. Operational Support Monitor and manage order diaries, ensuring timely and accurate processing. Support promotional campaigns by communicating relevant offers and brand messages. Escalate issues appropriately and follow through to resolution. 5. Continuous Improvement Identify recurring issues and suggest process improvements. Participate in training and development to enhance service delivery and career progression. 6. Campaign Participation Participate in promotional campaigns to support business initiatives. Sell tailored solutions to sites based on their specific needs and operational context. Collaborate with marketing and commercial teams to align messaging and campaign execution. Track engagement metrics and customer feedback to inform and refine future campaigns.
Adaptable to an expanding suite of systems and procedures. Strong verbal and written communication. 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.
Stonegate Group is the UK's largest operator of pubs, bars, and late-night venues, including Slug & Lettuce, Be At One, and Popworld, to name a few. We're proud of our diverse portfolio and deeply committed to creating an inclusive culture that embraces individuality in all its forms-including neurodiversity. By fostering an environment where everyone feels welcome, valued, and supported, we reflect the vibrant communities we serve and empower our people to thrive.., At Stonegate, we believe that when you feel your best, you do your best. That's why we're committed to supporting the health, happiness, and overall wellbeing of every team member. From lifestyle perks and flexible support to mental health resources, our benefits are designed to help you thrive, both in and out of work.

• 25 days of annual leave, plus 8 bank holidays, with the option to purchase up to 5 additional days of leave each year
• Bonus Scheme
• Access to discounted Private Medical Insurance through Vitality
• Exclusive discounts on Dental Insurance
• Reward Card via the MiXR app, giving you and your friends 25% off food and drinks as well as VIP entry across our Managed Estate
• Life Assurance which gives access to Help @ Hand
• Access to your pay early via Stream
• The Stonegate Xtra portal with access to a wide range of high street discounts and offers
• Discounted access to David Lloyd membership
• Award winning Learning & Development programmes to drive your career