Customer Care Executive

3 weeks ago

London, United Kingdom LimeLight Sports Full time

**THE OPPORTUNITY**:
If you are passionate about delivering exceptional customer care and have a keen interest in participation sports, this role could be a fantastic opportunity for you.

As a Customer Care Executive, you will serve as the first point of contact and central source of knowledge for customer care and experience within the Company. Your responsibilities will include supporting day-to-day communication with our participants, fulfilling participant requirements, troubleshooting escalations, and providing assistance at information points during event days. Additionally, you will be responsible for delivering exceptional customer service across all Limelight Sports campaigns.

**PRIMARY RESPONSIBILITIES**:
The Customer Care Executive will primarily be responsible for, but not limited to, the following tasks:

- Act as the customer lead for campaigns across multiple events. You will support the end-to-end customer journey with the support of the management team by utilising project management skills and collaborating with other departments
- Participate in pre-launch system testing and provide feedback to improve the customer experience
- Provide ongoing support for registration platforms, including pre-launch website testing, troubleshooting, and issue resolution
- Support the ongoing upkeep of informational materials for participant distribution, this includes but is not limited to, Race day guides, FAQs and chatbot knowledge base
- Supporting the Management Team with customer elements of fulfilment delivery when necessary
- Provide in-person support to participants and spectators at information points during live events. This includes but is not limited to, pack collection, control room, information desk
- Support post-event result queries, feedback and verification processes
- Escalate customer complaints, should they arise, and ensure timely resolution Ensure all customer needs are met, whilst exceeding customer expectations
- Understand appropriate tone of voice for different audiences and adjust your approach to suit each campaign

**WHAT YOU'LL NEED**:
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 will be required in order to deliver events

**Contract**:Fixed Term 2-4 months

**Location**:Hybrid working between home and office location London, SE1

**Salary Bracket**: £23,300

**Holiday**:20 Days annual leave + 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

**We are proud to be an equal opportunities employer**

If you've got the right skills for the job, no matter your age, disability, gender identity, sexual orientation, religion, belief or race, we want to hear from you

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