Company

Established in 2023 by pioneers of sports hospitality, the team at BEYOND Hospitality are experts in the management and sales of commercial hospitality programmes for major sports events.

With decades of experience in the team, BEYOND Hospitality doesn’t just deliver hospitality, we redefine it; setting global standards, pushing boundaries, innovating new products and means of delivery, and unlocking both traditional and new markets for our renowned clients and their aspirational events.

Working closely with sports event-owners and rights-holders, our staff has delivered some of the most successful sports hospitality programmes ever, including those in multiple editions of the FIFA World Cup™, Ryder Cup, and Formula 1® British Grand Prix events.

BEYOND Hospitality is headquartered in the UK, but our talented workforce now spans 68 territories and 25+ nationalities. The respected professionals in our teams are specialists in Operations, Sales, Marketing, Customer Services and Event Production; all aligned with our mission to provide superior world-class service and amplify sports events.

Job Summary

The primary responsibility of the Customer Service Representative will be to support the Customer Service Team in implementing its goals & objectives in respect of the FIFA Club World Cup 2025™, and other BEYOND Hospitality projects.

The candidate will play a critical role in providing a first class after-sales experience to all of our customers, performing daily tasks which will include responding to customer enquiries (email, live chat, telephone), advising customers on BEYOND Hospitality Policies and Regulations, and administrative tasks; however, the candidate will also be expected to work with the various internal operational teams on other tasks in order to ensure the timely delivery of the FIFA Club World Cup 2025™, and any other BEYOND Hospitality Programmes which they have been tasked to work on.

The candidate will be based in our UK headquarters, Wilmslow, and report to the Customer Service Team Leader; however, will also report to the Customer Service Manager on a secondary level.

The candidate must be self-motivated, organised, professional and conscientious, with administrative and clerical experience in a professional, fast paced environment. They must be customer focused with excellent telephone manners, possess good numeracy and problem-solving skills, be able to work under pressure and demonstrate a flexible approach to working hours. The candidate must have knowledge of the main Microsoft Office tools (Outlook, Word, Excel and PowerPoint), and able to familiarise quickly with the BEYOND Hospitality bespoke applications and tools.

Knowledge and experience of Salesforce CRM would be advantageous but is not essential.

The candidate will be required to work on multiple tasks simultaneously and must have the ability to prioritise tasks when required; organisational and time management skills are essential.

The candidate must demonstrate clear, concise and confident communication and interpersonal skills, and be able to communicate using the written and verbal English language. Additional language skills are essential from a project perspective; therefore, knowledge of additional languages (Spanish and Portuguese) would be advantageous.

Key Responsibilities

The main areas of the job include, but are not limited to:

• Manage customer enquiries (email, live chat and telephone), ensuring customers are advised on BEYOND Hospitality Policies and Regulations
• Support the Customer Service Team to ensure the timely delivery of the Official Hospitality Programme
• Drafting and translation (where applicable) of internal documents or external communications
• Data input using Microsoft packages, Salesforce CRM, and bespoke internal systems
• Other administration tasks as required by the Customer Service Team Leader
• Assist in the preparation of CRM communications, standardised customer responses, Frequently Asked Questions catalogue and other written informative documents
• Compliance with any applicable company ISO requirements

Skills & Attributes

• Professional appearance & attitude
• Customer focused
• Excellent telephone manner
• Self-motivated, conscientious
• Courteous and pleasant disposition
• Administrative / clerical ability
• Organisational, problem solving and time management skills
• Good numeracy and problem-solving skills
• Ability to work productively using initiative with minimal supervision
• Able to work as part of a team
• Able to work under pressure and to strict deadlines
• Flexible approach to working hours
• Knowledge of the main Microsoft Office tools (Outlook, Word, Excel and PowerPoint), and able to quickly learn bespoke applications and tools
• Knowledge of Salesforce CRM would be an advantage
• Ability to multitask
• Demonstrate clear, concise and confident communication and interpersonal skills and be able to communicate using the written and verbal English language
• Additional language skills are essential from a project perspective; therefore, knowledge of additional languages (Spanish and Portuguese) would be advantageous

General

• Working hours are 09:00 – 18:00 Monday-Friday; however, due to the nature of the business, the candidate will be required to work after hours and on weekends as required
• Diligently and efficiently carry out all duties which have been assigned
• Provide full support to BEYOND Hospitality in meeting deadlines which require input
• Manage and treat all matters of a confidential nature, oral or written, with tact and discretion
• Communicate appropriately with colleagues, clients and other stakeholders
• Demonstrate a positive attitude to all colleagues and team members
• Work collaboratively with the wider BEYOND Hospitality Team
• Follow all policies and procedures related to absence, sickness, business travel and expenses, and ensure compliance within the agreed timeframe
• Understand and strictly adhere to the Rules & Regulations established in the Company Handbook, and other internal BEYOND Hospitality policies and procedures