Senior Customer Engagement Specialist

2 weeks ago

London, United Kingdom London Marathon Events Ltd Full time

**Who we are**:
London Marathon Events (part of the London Marathon Group) works to inspire, champion and increase activity in all ages, abilities and demographics. We do this through our successful event portfolio (which includes the TCS London Marathon and TCS Mini London Marathon, Ford RideLondon, The Big Half, Vitality London 10,000, Vitality Westminster Mile, Standard Chartered Great City Race and Swim Serpentine) and also through our extensive outreach programmes working with schools and community groups in London and across the UK. Our events raise millions for charities every year to improve the lives of individuals and communities and we passionately believe in the power of sport as a force for good.

Our values are integral to who we are, how we work and what we do:

- Impact together we create positive change
- Innovate together we enable new ideas
- Everyone together we champion inclusivity
- Customer first together we go the extra mile for all

Diversity, inclusion and wellbeing are at the heart of everything we do, and we want to ensure they are at the heart of our company. We strongly value diversity within our workforce and recognise that different people bring different perspectives, lived experience, ideas and culture to the company. This difference brings with it great strengths, including diversity of thought and innovation.

So, if youre ready to be a force for good, lead change and want to make a difference to society, keep reading

**About the Role**:
Our aim is to provide world class customer service to our participants, charities and our other customer groups, delivering on our Group value of Customer First: together we go the extra mile for all. The role of Customer Engagement Specialist is responsible for delivering the highest levels of service to all who interact with the Customer Service function.

The Senior Customer Engagement Specialist (one of four) is part of the team that ensures queries are resolved quickly, providing a service that adapts to the needs of each individual customer, going above and beyond to provide a memorable positive experience at all points of the customer journey.

As a outward facing role, this position represents the voice of LME to all its customer groups. In addition, the Customer Engagement Specialist is responsible for working with other internal departments and external agencies to deliver LMEs customer service provision, using systems and procedures to sustain a high level of service.

In addition to broader customer service responsibilities, each Senior Customer Engagement specialist will lead on one key workstream for the team. The workstreams include:
**Fulfilment**: holding the relationship with our printing and mailing houses to ensure fulfilment of running bibs and pre-event packs-
**Event**
**Service***: working with Event Experience to plan and deliver the info points for all our events and on-demand printing at The Running Show-
**Quality Assurance**: creating and maintaining processes, documentation and templates for both internal and use by the third party contact centre, and monitoring service levels to fold learnings into future improvements-
**Service Excellence**: building training and development for the internal and third party contact centre to support delivering a consistent customer experience-
**Machine Learning**
**& Self Service***: working with Digital & Technology to continually enhance the online experience for those usings our website to contact us**Key Responsibilities**

**Customer**
**Support**- Work with third party contact centre to take over complex or sensitive participant cases-
- Monitor common issues and build process improvements, partnering across the business to ensure a reduction in inbound queries-
- Use suite of templates and standard documents to communicate with customers, suggesting updates and improvements based on own observations-
- Share feedback that supports the improvement of the participant journey from entry to event day-
- Support implementation and use of AI platform, implementing improvements to support increase in initial contact resolution.**Event Delivery**- Support delivery of the fulfilment and distribution of participant packs ahead of event day, working with both printing and mailing houses
- Support the delivery of the participant registration and bib collection process (including on demand printing) for the annual TCS London Marathon Running Show, coordinating with IT and other teams to ensure infrastructure is in in place and fit for use
- Process replacement number requests swiftly and kept customers updated throughout
- Support day before/on the day pack collection process for international participants or for those who are missing event packs at specified events
- Work at the event Info Points to support our participants with general queries
- Deliver post-event process for replacement medals and finisher t-shirt size exchanges
- Support process of contacting cheats and fut

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