Contact Centre Executive - 6m FTC

About Us 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.

The Opportunity 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.

Key Responsibilities

• 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.
• 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.
• Customer Engagement Build rapport with Publicans and internal teams, acting as a trusted point of contact.
• Promote digital self-service tools and encourage adoption.
• 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.
• Continuous Improvement Identify recurring issues and suggest process improvements.
• Participate in training and development to enhance service delivery and career progression.
• 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.

About You 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.

What makes Stonegate a great place to work? 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 If you have a disability as outlined by the Equality Act 2010 and require reasonable adjustments to be made during the recruitment process, please let us know in advance so that any support, aids or adaptations can be put in place to assist you. You can contact us on hrsupport@stonegategroup.co.uk.