Customer Relations Executive

Job description

Job title: Customer Relations Executive Based at: Newmarket Racecourses Contract type: Permanent Hours: 37.5 hours per week ⚪ About the role We're looking for a customer-focused and proactive Customer Relations Executive to help deliver unforgettable raceday experiences. You'll take ownership of Annual Badge Holder relationships and ticketing operations while working closely with the wider team to ensure every racegoer and industry stakeholder receives first-class service and hospitality. 🟡 About The Jockey Club The Jockey Club stages thrilling sporting occasions and live events nationwide including The Grand National, The Cheltenham Festival & The Derby. Owning & operating 15 courses, millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on racedays and beyond. As the largest commercial group in British racing, we are guided by our mission to act for the long term good of the sport. Every penny we make goes back into racing to promote excellence within Britain’s second biggest spectator sport. Our people are what makes this possible At The Jockey Club people are at the heart of what we do and drive our success. We are inclusive and actively seek to attract people with unique backgrounds and perspectives. Diverse, collaborative teams are pivotal to our success and support the potential and growth of all our people. 🟢 The Customer Relations Executive will Take ownership of Newmarket Racecourse's Annual Badge Holder programme, building strong relationships with new and existing members and delivering an exceptional membership experience. Manage and maintain ticketing and event information, ensuring all racedays, fixtures, and customer experiences are accurately promoted and updated across relevant platforms. Act as a key customer contact, handling enquiries and resolving issues professionally while maintaining the highest standards of customer service. Lead the monitoring and response to customer feedback, complaints, and NPS insights, identifying opportunities to enhance the customer journey. Play an active role on racedays, supporting customer engagement, Annual Badge Holders, and key stakeholders to ensure memorable event experiences. Work collaboratively with the Operations team and wider business to improve customer satisfaction and support the successful delivery of racedays and events. Support community engagement initiatives, charity partnerships, and other projects that strengthen the racecourse's local presence and reputation. Provide administrative support across the business, including raceday preparation, payroll and finance processes, while becoming fully proficient in relevant systems and procedures. 🔵 About you Passionate about delivering exceptional customer service and memorable experiences. Previous administration and customer service experience in a fast-paced environment. Confident handling customer enquiries and resolving complaints professionally. Highly organised with excellent attention to detail. Friendly, approachable and able to build strong relationships with a variety of stakeholders. A proactive team player with a positive, can-do attitude. Able to use your own initiative and take ownership of tasks from start to finish 🟣 What we offer in return All colleagues can go along to any of our race day or music events free of charge – along with 3 friends or family with our TeamPass Ticket scheme. An award-winning pension scheme provider with a generous employer contribution A healthcare cash back plan enabling you to claim money back on health & wellbeing services. 25 days annual leave Access to a suite of Learning & Development training resources from renowned providers A whole host of other benefits including free eyecare vouchers, a ride to work cycle scheme & discounts across varying retailers & services. If you think you have everything we’re looking for and more, then we’d love to hear from you. Don’t hang around, our closing date for this vacancy is 9th September but we reserve the right to bring this forward if we have many applications. This role may be subject to a criminal record check, standard or enhanced DBS check or BHA Suitability Check. By applying you confirm that you are happy for these checks to be carried out.