Customer Experience Executive

**We are LimeLight - the sports marketing agency that unlocks the power of participation.**

If you are looking for a new, exciting opportunity and a chance to work with a high-profile brand we have the opportunity for you

We are delighted to be recruiting a number of **Customer Experience**
**Executives **to join our team on 3-6 month Fixed Term Contracts.

**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 - 9 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

**The Application Process**:
At LimeLight Sports Group our mission is to Create an Active World. Together. We are committed to doing this irrespective of race, colour, religion, gender, sexual orientation, age, marital status, disability or protected characteristic.

We believe that we contribute to a better active world when we represent the society we live in, and we are proud to be an equal opportunities employer. We create amazing experiences and unforgettable sporting campaigns by having a diverse team that share different cultures, backgrounds, and experiences to inform and enhance the campaigns we create.

**Who we are**:
We are LimeLight - the sports marketing agency that unlocks the power of participation. We deliver high-energy campaigns and memorable experiences, with measurable results. Helping our clients draw in new audiences and build a deeper sense of trust, confidence and connection.

LimeLight has been a pioneer in participation sport for more than 30 years. Together, we have created some of the world’s biggest and most iconic participation sport experiences. We work with many different partners, brands and audiences on a diverse range of campaigns and projects. We are the leaders in high-energy and unforgettable campaigns with the results to prove it.

Our team is instrumental in our success, and we recruit like-minded people who have a passion for the active world and embody our five guiding principles of One Team,
Do The Right Thing, Push the Boundaries, Walk in their Shoes and Strive for
Greatness. These principles guide our everyday working lives from how we communicate, how we interact with each other and the decisions we make.

We have a hybrid working policy that f