Customer Service Executive, Ascential
Awards
1-2 days a week in office
Events. Intelligence. Advisory. Done differently.
Be an early applicant
Events. Intelligence. Advisory. Done differently.
501-1000 employees
Be an early applicant
1-2 days a week in office
501-1000 employees
Company mission
To create unmissable events that bring entire industries together in inspiring settings – from the south of France to Las Vegas and Bangkok – to have the conversations that count.
Role
Who you are
- Strong communication skills: both verbal and written, with the ability to handle a wide range of customer inquiries professionally
- Previous customer service experience: ideally in an administrative or support role, preferably within an awards, events, or corporate setting
- Customer intelligence obsessed: interested in finding ways to improve the customer experience
- Excellent organisational skills: able to manage multiple inquiries, submissions, and deadlines efficiently
- Keen attention to detail: the ability to ensure compliance with award guidelines and maintain accurate records
- Good problem solving skills: ability to think on your feet and solve issues for our customers. Sometimes standard responses might not work so innovation will be key
- Industry experience: Some experience in financial services or fintech related industries preferred but not required
What the job involves
- You will be the first touchpoint for queries from entrants into the Money20/20 Awards - providing exceptional customer service over email, phone and live chat in a timely and professional manner
- The Awards exist to recognise global excellence in fintech
- Your focus will be on providing end-to-end support and ensuring all customers have a smooth and positive experience, from registration to award announcement
- Develop and nurture relationships with customers to provide world-class Awards services
- Engage with customers over the phone and by email on a daily basis - understanding their needs and making sure they receive the correct and relevant answers within a 24 hour SLA period
- 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 Money20/20 Awards 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
- Feeding back trends and common queries to other teams within the business to identify ways common queries can be addressed
- Working closely with sales, marketing, IT, or product teams to resolve issues that require input from other parts of the company
- On-site coordination and delivery of Awards activities which supplement the overall customer experience
Application process
- We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you
Salary benchmarks
Our take
Ascentia dates back to 1887 when it was founded as a newspaper investment company in the north of England. Its shift into business analysis and optimisation can be traced to its acquisition of Glenigan, a provider of leads and information for the construction industry in 1996. This move has evolved into an umbrella of companies which are today listed on the London Stock Exchange and the FTSE 250 Index.
After selling off many of its newspaper subsidiaries between the 90s and the 00s, Ascential utilised its catalogue of business insight to expand into events, commerce, marketing, and retail, owning dozens of businesses that provide information on and help businesses grow.
Ascential continues to grow internationally. With much the same intuition as when it evolved its magazine sector to capitalise on newspaper printing downtimes in the 50s, Ascential invested in Berlin and Singapore-based eCommerce and analytics startups in 2022. It has proven that despite being a legacy company, it still has its ear to the ground to elevate the next generation of digital media and marketing tools.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
6% employee growth in 12 months
Glassdoor (4.2)
Trustpilot (3.2)
Company
Company benefits
- Great learning and development opportunities
- Volunteering opportunities and charitable giving options
- Option to opt into the Ascential Shares Scheme
- 25 days of holiday - option to buy/ sell upto 5 days
- Pension
- Life Assurance and Income Protection
- Flexible benefits platform with options including Private Medical, Dental Insurance, Critical Illness and the Ascential Shares Scheme
- Employee assistance programme, season ticket loans and cycle to work scheme
Company values
- Creativity - We value and reward innovation, providing new products and services to our customers, and finding new ways of working within our business.
- Fairness - We build strong, ethical relationships based on mutual respect and trust.
- Empowerment - We trust our teams to act swiftly and independently to meet our customers’ needs.
- Focus - We prioritise clarity and focus to deliver high-quality outcomes. We are content to do a few things, exceptionally well.
Company HQ
Holborn, London, UK
Leadership
Phil Thomas
(CEO, not Founder)They have worked at Ascential for over 39 years in various roles, becoming the CEO in January 2024.
Diversity, Equity & Inclusion at Ascential
- Ascential is a people-powered company We’re committed to supporting each and every person that's part of Ascential. Fairness and Empowerment are two of our core values, and we weave them through everything we do. We unite people and invite them to discover more. More about each other. More about themselves. More about the world we live in. We believe that connections are the lifeblood of progress.
- We publish an annual Diversity, Equity, and Inclusion Report. This sets out our goals, commitments, and progress so far and ensures that our workforce matches the diversity of the communities we operate in.
- We conduct regular Inclusive Content Audits to ensure that the way we represent various groups in our internal and external content is fair and representative of the communities we operate in.
- We offer internships, apprenticeships and professional study support to bring people into our workplace from the start of their careers. We’re always on the lookout for curious, passionate people from every walk of life.
- We strive to create fair and inclusive recruitment processes that give everyone their best chance at success. Our recruitment teams offer training to hiring managers that keeps diversity, equity, and inclusion front of mind as they grow their teams. We also offer reasonable adjustments to our applicants, to ensure the recruitment process is accommodating for all.
- If you don't meet every single requirement, we'd still encourage you to apply. At Ascential, 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.
- We deliver Respect Training to our managers. This training is designed to equip managers with the tools, language, and frameworks required to create a workplace where our people feel valued, respected, included, and safe.
- We invest in employee groups and networks, empowering these groups to run educational events, support charities that they’re passionate about and share experiences with colleagues. These groups include Able to Thrive, Ascential Pride, Black in Business, and Empower Women's Network.
- At present, we have an almost equal gender split in our overall workforce. We’re proud to have been recognised in the Top 3 of the FTSE Women Leaders Review for Women on Boards since the launch of the rankings in 2016. We’re also listed in the Bloomberg Gender Equality Index.
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