Accessibility Manager

We're looking for an enthusiastic Accessibility Manager to join our team and play a vital role in making Silverstone a leader in accessible events.

You'll be responsible for:

• Overseeing all aspects of disabled access at the venue


• Booking accessible customer experiences and ensuring a smooth journey


• Providing top-notch customer service on event days


• Working with departments to make reasonable adjustments


• Constantly improving our accessibility services and facilities, Proactively work with the business to improve customer journeys for all accessible customers. To complete all day to day administrative tasks, primarily to book customer experiences in a timely and enthusiastic manner. Keeping control of bookings for customers attending site. Keeping the customer journey from start to end as smooth as possible., Complete all bookings using our booking system Secutix


• Complete adhoc administration tasks as requested and follow up customer calls where necessary.


• Respond to enquiries by providing accurate product and service information.


• Provide customer service on main event days at Silverstone.


• Work with the wider departments to make reasonable adjustments onsite.


• Keep on top of key areas around the site making sure they are fit for purpose and report any issues or concerns.


• This role covers all aspects of disabled access at the venue (Silverstone Circuit)


• The overriding goal to this role is to ensure that all our events are accessible.


• Attend all accessible meetings with the business departments keeping records updated and track all development


BEHAVIORS

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. Production crew, volunteers, and contractors appropriately


• Planning, writing, and reviewing all aspects of disabled access information for all web pages and customer information.


• 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


• Manage the Disabled Customer Database where applicable to include sending updates and newsletters.


• Liaising with event production teams to ensure that all disabled access facilities are booked in advance and are installed correctly on site and to the agreed location and specification.


• 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.


• Deliver on-site briefings to the access team, stewards, and security.


• Liaising with our access partners


• Debrief and review every event with the wider team.


• Produce a debrief and improvement plan for each event.


• Looking at ways to constantly improve and expand the services and facilities offered to our disabled access customers., Performance will be monitored against the following:


• Objectives set through the Personal Development Review (PDR) process, Executive team and Heads of departments


• IT Support


• Events


• Corporate


• Venue


• External agencies
  
  A customer service champion with a calm demeanor


• Highly organised and can juggle multiple events


• A clear communicator who can connect with everyone


• Experienced in accessibility support and passionate about disability inclusion, Clear articulate communication both written and verbal., Excellent customer service skills.


• Responsibility, Adaptability, and Patience


• Good time keeping


• Flexible approach to working hours.


• Experience in accessibility support


• Worked with disabled customers.


• Demonstrated experience or interest in the wider subject of disabled access and the issues affecting disabled customers.


• Some knowledge of current disabled access legislation and/or disability awareness training


• The role involves extensive customer interaction, primarily by 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.


• Multi-tasking experience with examples of working on multiple projects consecutively