To provide frontline customer support for this valuable guest group. This is a fixed term role starting on 25 March 2025 and ending on 31 July 2025.

Background

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 an exceptional guest experience through being responsible for our frontline communications with all our existing debenture holders, and the general public.  You will be able to answer enquiries about debenture related matters for the new No.1 Court debenture 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.

Main Responsibilities

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 Office team in providing personalised support to our debenture holders and assisting in resolving more complex guest issues to ensure high levels of guest satisfaction during The Championships
• Assisting with a range of general administrative tasks including, updating debenture webpages on wimbledon.com, maintaining various spreadsheets, using Mailmerge in Outlook, updating Macros in Zendesk, maintaining training documents, managing RSVP lists and other ad hoc duties
• Assisting at debenture events including an open evening and Saturday to publicise the 2027-2031 No.1 Court debenture issue and a Saturday Debenture Holders’ Tennis Day in late July
• Prioritising your workload to meet deadlines and ensure that world class standards are maintained.

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 applicants of the No.1 Court debenture issue and any required amendments to payments are dealt with efficiently 
• Resolving general queries through liaising with other departments to source the correct information 

Person Specification

• 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 Zendesk
• 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