Awards Customer Service Coordinator

6 months ago

London, United Kingdom Ascential Full time

We're looking for a Awards Customer Service Coordinator to join our team in London as part of our Awards function.

Key Responsibilities
- This role involves developing and maintaining long-term relationships with core customers to provide world-class Awards services.
- Responsible for managing and improving the Awards customer service function.
- Offering guidance on the entry process and queries to customers from around the world
- Expert understanding of LIONS Festival rules and T&Cs - able to help our customers navigate the entry journey.
- Building a comprehensive understanding of the business in order to talk cross-portfolio to better serve our customers - including other internal stakeholders when necessary.
- Interview/train/manage seasonal staff team members to support with customer service.
- Feeding back trends and common queries to other teams within the business to identify ways common queries can be addressed.
- On-site coordination and delivery of Awards activities which supplement the overall customer experience.

Your Experience
- Customer intelligence obsessed.
- Ability to build a comprehensive view of the wider business.
- Managing seasonal staff of customer engagement and customer service specialists to be efficient and deliver exceptional awards services.
- Able to lead a team of seasonal staff through busy periods with a mature approach to handling difficulties and resolving any issues.
- Ideal: a thorough understanding of the wider branded communications landscape.
- Excellent written English free from spelling or grammar errors.
- An ability to digest vast amounts of information around LIONS Awards categories and rules - and be able to translate and communicate that to a range of audiences

If you don't meet every single requirement, we'd still encourage you to apply. At LIONS, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.

Who are we?

The LIONS brand is probably most synonymous with Cannes Lions, The International Festival of Creativity, the definitive meeting place for the global creative communications and advertising community. It’s five days of inspiration, aspiration, unlimited magic and potential. The Festival has been championing creative excellence since 1954 with the goal of providing a global destination and the definitive benchmark for creativity that drives progress.

LIONS is going through an exciting time as it’s recently repositioned as The Home of Creativity, supporting those in the business of creativity at every step of their journeys with an extended portfolio of new advisory, learning and intelligence services. Our purpose is to drive progress through creativity for an incredibly diverse and talented global creative community.

You will join a team of change makers. The team’s purpose is to champion change to create the most powerful global creative community and drive growth for the brand.

LIONS is an Ascential company. Ascential delivers specialist information, analytics and ecommerce optimisation platforms to the world's leading consumer brands and their ecosystems. We help our customers to make smart decisions that improve performance now, and in the future.

With more than 3,000 employees across five continents, we combine local expertise with a global footprint for clients in over 120 countries. We are listed on the London Stock Exchange.

Why choose us?

At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascential. Our employee-led groups and networks, Ascential Pride, Black in Business and EmPower: An Ascential Women's Initiative, Shalom Ascential and Latinx, help us to create a place where communities and allies can connect and share experiences. We are proud to have been recognised as a best performer in the FTSE Women Leaders Review for six consecutive years, listed in the Bloomberg Gender Equality Index and ranked in the top 1500 companies on Sustainalytics.

We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.

Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.

We have a truly flexible working environment with a wide range of flexible, hybrid and agile-working arrangements. Conversations about flexible working have always been - and will continue to be - actively encouraged here.

Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:

- 25 days of holiday per year - with an option to buy/ sell upto 5 days
- Pension, Life Assurance a

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