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Customer Experience Executive

4 months ago

London, United Kingdom LimeLight Sports Full time

**The Opportunity**:
The Customer Experience Executive’s (CXE) primary purpose is to deliver exceptional customer service across all Limelight Sports campaigns while supporting the Management Team with Customer Experience improvements across all functions.

As CXE, you will be the first point of contact and central point of knowledge for customer experience within the Company.

You will support with the day-to-day communication with our participants, fulfill participant requirements, troubleshoot any escalations and help support at information points during event days.

**Primary Responsibilities**
- Handle all incoming customer queries and questions across multiple platforms in accordance with our Service Level Agreements (SLAs)
- Troubleshoot registration platform issues, should they arise
- Support the wider team with system testing and providing feedback throughout campaigns
- Provide participant and spectator support at in real-life (IRL) information points during live events
- Support with the upkeep of all customer feedback channels e.g., Google/Trust

**Pilot reviews**
- Ensure all customer needs are met, whilst exceeding customer expectations and troubleshooting any escalations in an effective way
- Manage post-event result queries, feedback and verification processes
- Provide on-going FAQ support
- Support with race pack fulfilment IRL
- Escalate customer complaints, should they arise
- Regular reporting of participant information to provide customer insight into wider team decisions
- Ownership of campaign race day guides for participant distribution

**What you’ll need**:
This role would suit someone with a passion for delivering customer excellence.
- facing experience as well as display the following qualities.

This role would suit someone who exudes the following qualities:

- A passion for participation sports and the active world
- Customer-first driven mindset
- A creative solution-driven approach
- Excellent verbal and written communication skills
- Exceptional attention to detail
- Excellent organisational and administrative skills
- Experience using Microsoft Excel for data management
- Great multitasker
- A problem solver
- Approachable and calm under pressure
- Valid right to work in the UK

**The Package**:
**Hours**:37.5 hours per week Monday to Friday. Weekends may be required in order to deliver events
**Contract**:3 - 6 month Fixed Term Contracts available
**Location**:Hybrid working between home and office location London, SE1
**Salary Bracket**:£23,300
**Holiday**:20 Days annual leave, pro-rata + bank holidays + time off in lieu for every weekend day worked

**Benefits**:

- 3% employer pension contribution
- Cycle to work scheme
- Flexible exercise time
- Two free spaces a year to any LimeLight Sports Club Original Events.
- Flexi-Friday lunch time finish
- Access to a learning & development fund
- Monthly socials and activities