Customer Service Executive

Commercial Ltd; Monkspath; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading hospitality company in the UK is seeking a Customer Service Executive to join their team on a contract basis until June 2026. This position is based in Monkspath and involves supporting Publicans by resolving queries and improving service delivery. Ideal candidates will have experience in the pub industry, strong communication skills, and the ability to build relationships. Benefits include 25 days of annual leave, a bonus scheme, and opportunities for career development.

Benefits

25 days annual leave plus 8 bank holidays

Bonus Scheme

Discounted Private Medical Insurance

Exclusive discounts on Dental Insurance

25% off food and drinks

Life Assurance

Early access to pay

High street discounts

Discounted gym membership

Learning & Development programmes

Qualifications

• Experience in the pub/drinks industry.
• Basic knowledge of MS Excel.

Responsibilities

• Influence Publicans to use the online ordering system.
• Build rapport with Publicans and internal stakeholders.
• Resolve customer queries effectively.
• Provide resolution via dedicated phone line and QMS.
• Liaise with supply chain partners.
• Support order and services fulfillment.

Skills

Customer service skills

Verbal communication skills

Relationship building

Sales techniques

MS Excel knowledge

Job description

We are looking for a Customer Service Executive to join the team on a contract basis until June 2026, based in our offices in Solihull. This role will allow you to grow service and sales skills and prepare you for future roles within the greater business. You will support our one‑stop‑shop service for all Publicans, as well as our Managed and Operator‑led businesses, putting our internal customers front and centre so they can run fantastic pubs. The team works across key areas of the function, providing timely support and adding value through promotional activity.

It is an excellent step into a career at Stonegate Group.

Job Responsibilities

• Actively influence our Publicans to embrace our online ordering promotion of our website: The Publican Channel
• 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'
• Liaising with supply chain partners
• Triaging general queries
• Support of order and services fulfilment
• 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 and 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
• Service focused
• Ability to build relationships via a proactive attitude
• Confident verbal and written communication skills
• An understanding of sales techniques and negotiating skills
• Efficient and accurate data entry with high attention to detail
• Computer literate

Qualifications

• Experience in the pub / drinks / industry
• Basic MS Excel knowledge

About Stonegate Group

Stonegate Group is the UK's largest operator of pubs, bars, and late-night venues, with well‑loved brands like Slug & Lettuce, Be At One, and Popworld. We're proud of our diverse portfolio and deeply committed to creating an inclusive culture that embraces individuality in all its forms. 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.

Benefits

• 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