Who we are Welcome to Ascot where tradition meets innovation and excitement is the heartbeat of our business. We are a destination for over 500,000 guests each year where passion, elegance, and celebration converge, and it is our team of behind-the-scenes heroes that bring every intricate detail to life. As one of the world's leading racecourses, Ascot is renowned for its rich heritage spanning over 300 years. But we are not bound by the past; we're driven by the pursuit of excellence in everything we do. From hosting our flagship event, Royal Ascot, to pioneering sustainable practices, we are committed to building a global lifestyle brand, wrapped around the world-class horse racing we stage. At Ascot we believe in preserving the beauty of our surroundings and minimising our ecological footprint. From eco-friendly initiatives to community engagement programs, we strive to make a positive impact on both the environment and the lives of those around us. What we are looking for We are currently seeking a Ticketing and Business Systems Executive t o join our Ticketing and Retail team, based in our offices at the racecourse in Ascot, Berkshire. An important role, working within a team that delivers all of the ticketing, fine dining, boxes fulfilment and despatch for all areas of Ascot Racecourse as well as acting as the first point of contact for inbound customer enquiries. Using the ticketing system, it is the duty of this role to utilise the system appropriately to generate fulfilment lists, manage the packing and dispatch of postal orders, and support the Commercial Business Systems Executive (CBSE) with any configuration requirements as and when needed. It is also the duty of this role to assist and support with responses to customer service enquiries both by email and telephone, acting as the first point of contact in the Ticket Office on racedays, along with supporting the wider Ticketing and Retail Team. What you’ll be doing Responsibilities: Production, printing, fulfilment and despatch of all admission tickets for all Ascot Racecourse events, including general admission, upgrades, parking and vouchers As a team, responding to all general and ticketing enquiries Manage Agency booking requests, complimentary ticket allocations and ad hoc complimentary ticketing requests Manage incoming enquiries and calls from our outsourced call centre facility Dealing with all aspects of ‘after sales’ care including cancellations, refund requests and administration enquiries Working with the CBSE, respond to any internal business requests for configuration changes within the Ticketmaster and Shopify systems, such as promo codes, price changes, capacity amends and on/off sale changes Deputise for the CBSE in their absence for main configuration set up for racedays/new products Act as a superuser for TM1 Reporting software, and main point of contact for any data/reporting requests Attend meetings with our Client Account Manager at Ticketmaster as and when required to stay up to date with any software updates/changes to system functionality Support any temporary team members in the run up to the Royal Meeting Support the wider team with the supervision and fulfilment of the Ascot Shop, including raceday support and online orders Attend and assist with all Ascot Racedays managing the Ticket Offices and acting as first point of contact for any troubleshooting with the commercial business systems Supporting the Front Office Supervisor by providing reception cover in their absence Supporting the wider Ticketing Executives by providing cover in their absence Any other responsibilities that may be required of you on an ad-hoc basis Skills and experience you can bring Excellent administrative skills A strong understanding of ticketing and CRM systems and the reporting functionalities of those – understanding of Ticketmaster Sport and Shopify particularly is desirable A good understanding of the events industry and the rhythms in which this functions Excellent ICT skills, e.g. Microsoft Outlook, Word, Excel and PowerPoint Committed to raising the standard in every aspect of working life Ability to work under pressure and deliver deadlines Ability to communicate in a proactive and positive manner Ability to be flexible and adaptable Integrity, commitment and diplomacy The willingness to work in a spirit of partnership What you can expect from us A best-in-class welcome with a tailored induction and racecourse tour, as well as a wide range of training schemes to help with your learning and development Access to a range of wellbeing support for yourself and your family including a dedicated Employee Assistance Programme and Healthcare support app with 24/7 virtual GP access Opportunity to make an impact in our Volunteer week with a day out of the office to support local community and charity partners End of year offices closed (extra 2 days annual leave added to your entitlement) Time Off in Lieu (toil) for working weekend race days Clothing and hat hire Complimentary race day entry for friends and family Exclusive discounts in local shops and cafes Exclusive discounts from selected partner brands and suppliers And let’s not forget, invitations to our monthly social nights as well as annual parties and afternoon teas to celebrate our most special occasions throughout the year. What sets us apart from the rest We take pride in our commitments to make a positive change for now and future generations to come, whether through our Diversity and Inclusion strategy and training programmes, our award-winning ‘Racing To Zero’ sustainability actions, or our forward-thinking employee benefits including flexible working and menopause policies, as well as health and EAP support access. We are also proud of our community outreach which includes a volunteering week for all employees to spend time supporting local charities. Our Diversity and Inclusion Vision We are committed to ensuring guests from all backgrounds and communities feel welcome at the Racecourse and are working to ensure our internal teams are nurtured within a supportive and inclusive environment. Our mission is to eliminate discrimination and prejudice of any kind at our venue and throughout our business. By educating and implementing meaningful actions across all that we do, we can make certain that Ascot is a place for everyone to enjoy. As an equal opportunities employer, Ascot Racecourse is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our company. How to apply Applications will close on 25 April 2025. We reserve the right to close this vacancy early should a suitable candidate be identified. For assistance with your application or should you require an alternative application format, please contact [email protected].