We're looking for a Debenture Office Assistant to provide frontline customer service for this valuable guest group. Debentures are issued for Centre Court and No.1 Court and a debenture provides a ticket for a seat on either court for a period of five years. Debenture Holders also have several Championships Privileges and the small team in the Debenture Office are responsible for managing the relationships and providing support to this important guest group. 

As the Debenture Office Assistant in the Debenture Team, you will deliver a brilliant guest experience through being responsible for our frontline communications with all our existing debenture holders, and general public.  You will be able to answer enquiries about debenture related matters for the new issue and for The Championships. You must thrive in guest facing situations and enjoy interacting with a variety of people through a range of communication channels. Guest-driven and self-organised, you will play an important role in ensuring we deliver a world-class and differentiated service experience.

What you'll be doing

Guest Relations

• Acting as the first point of contact with this important guest group by primarily managing the Debenture Office inbox, through the Zendesk system, along with the phone line and fielding queries in a friendly, proactive and approachable way
• Responding to queries in a timely manner whilst upholding excellent levels of guest service and providing high quality, accurate interactions
• Supporting the Debenture Administrator in providing personalised support to our debenture holders and assisting in resolving more complex guest issues to ensure high levels of guest satisfaction
• Assisting with a range of general administrative tasks including, for example, maintaining various databases, spreadsheets, proactively chasing outstanding invoices and historic redemption payments and dispatching mailshots using Mailmerge in Microsoft Outlook
• Updating and maintaining content on the debenture website
• Assisting at debenture events including open evenings in preparation for the 2026-30 Centre Court issue.
• Prioritising your workload to meet deadlines and ensure that world class standards are met.

Communications

• Assisting with the planning and delivery of debenture email communications to ensure they are delivered accurately and to confirmed deadlines

Internal Relations

• Liaising with the finance department to ensure the prompt delivery of invoices to debenture holders and any required amendments to payments are dealt with efficiently
• Resolving general queries through liaising with other departments to source the correct information

About You

• Friendly, engaging and welcoming personality, a real ‘people’ person
• Excellent written and verbal communication skills
• A natural problem solver and self-starter
• Strong attention to detail, process driven with meticulous accuracy
• A flexible approach with the ability to remain calm under pressure when dealing with difficult people
• Competent user of Microsoft Office suite and preferably Zendesk (but training will be provided)
• Exceptional organisational skills
• Proven track record in guest services – the ability to investigate queries/complaints and the confidence to deal with these in a timely fashion
• Ability to work independently, managing fluctuating levels of workload with a positive, can-do, attitude
• Uses own initiative to identify any areas where process improvements can be made to elevate the debenture holders’ experience