Call Centre Executive

Job Type:
Job Sector:
Food, Beverage
Salary Description:
Stonegate Pub Company
Job Ref:

Position Summary

Working within an inbound and outbound contact centre team, to support both our direct guests and agents. The role covers guest and agent contacts from initial Sales enquiry all the way through to confirming the booking and potential amendments.

The primary focus of the role is to convert phone and email enquiries into bookings while achieving revenue targets, plus making sure that we answer every call. Hit personal and team KPI’s with call levels and processing time.

Key Responsibilities

Working towards call targets, convert Sales enquiry calls into bookings using our in-house booking system.
Servicing existing bookings through our in-house Reservation System
Perform against weekly/monthly department/personal KPIs
Through regular monitoring, feedback and the QA process, ensure that high value guest enquiries are being converted and retained through their service experience
Effectively handle enquiries and dealing with the customer and the site if needed
Work under tight time lines for enquiry handling
Flexible to work shifts Monday to Saturday 8.30am – 7.00pm
Achieve service levels to ensure the Company; team and individual targets are met.
Manage email inboxes, ensure that responses are completed within the required turnaround times
Demonstrate flexibility to provide support and assistance to other departments when needed
Attend regular 121’s with the Call Centre Manager to discuss performance against targets
Ensure that all written responses are of a consistently high standard to prevent follow up emails

Training & Development

Attend regular training to become brand, product experts within the company
Be fully confident in using all of the tools that relate to the role
Demonstrate your knowledge when speaking to callers and agents
Become a knowledge expert in your area


Experience within a cross functional customer service/sales/operational environment.
Good attention to detail
Ability to multi task and work under pressure
Excellent interpersonal and communication skills.

Contact Details:
Stonegate Pub Company
Tel: 0845 126 2944
Contact: Pauline Chidgey

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