Accessibility Customer Service Advisor
Application Deadline: 17 February 2025
Department: Customer Services
Employment Type: Permanent - Full Time
Location: Silverstone
Reporting To: Accessibility Customer Service Team Leader
Description
To provide exceptional support and service to all customers, with a particular focus on ensuring accessibility and inclusivity. This role involves assisting customers with diverse needs, by offering tailored solutions and empathetic communication. The advisor will leverage their knowledge of accessibility tools and best practices to enhance the customer experience, ensuring that all interactions are seamless, respectful and accommodating. By fostering an inclusive environment, the accessible customer service advisor plays a crucial role in upholding the company’s commitment to accessibility and customer satisfaction.
Behaviours
The following attributes determine how the role will be carried out and are required to be a success.
- A customer-centric attitude and ability to deal calmly with personal and emotive communications.
- A highly organised person that can work on multiple events at one time and keep a clear head throughout.
- A confident communicator who can address customers.
- Administration of the PA application system for all accessible customer enquiries and applications ensuring a timely and appropriate response and managing all feedback.
- Processing all disabled access requests and PA/carer/companion ticket applications from our application scheme
- Maintaining an up-to-date list of the number of access customers attending each event and sharing that list weekly with the Event Manager for each event
- Recruiting and managing the on-site Disabled Access Team for each event to run the Customer Check-In, and manage the Information and all accessible facilities.
- Debrief and review every event with the wider team.
- Looking at ways to constantly improve and expand the services and facilities offered to our disabled access customers.
Key Relationships
- Customer service team
- IT Support
- Events
Key Responsibilities
- Complete all bookings
- Address and resolve any issues or complaints promptly and effectively, ensuring customer satisfaction
- Be proactive in identifying potential barriers and finding solutions to improve the customer experience
- Respond in a timely manner to all enquiries and Live Chat.
- Complete adhoc administration tasks as requested and follow up customer calls where necessary.
- Reply to enquiries by providing accurate product and service information.
- Provide customer service on main event days at Silverstone.
Skills, Knowledge and Expertise
- Excellent customer service skills.
- Responsibility, Adaptability, and Patience
- Good time keeping
- Flexible approach to working hours.
- Experience in accessibility support
- Worked with disabled customers.
- Some knowledge of current disabled access legislation and/or disability awareness training
- The role involves extensive customer interaction, primarily by phone/email, so good communication skills, grammar, and spelling are essential.
- The role involves a considerable amount of administrative work, so attention to detail and a good working knowledge of Excel and other software would be required.
