Customer Operations Executive, Spotlight Sports Group

• Excellent written and verbal communication skills
• Ability to communicate confidently to a wide audience
• Calm and composed under pressure
• Ability to accurately input data
• Self-motivated with the ability to resolve issues quickly and to a high standard
• Organised and focused approach to work
• Good knowledge of and interest in horse racing
• Ability to use a variety of IT applications

Desirable

• To provide a professional, proactive and reactive service, aligned to the business needs and best practice wherever possible; with the aim of providing prompt and efficient services to our customers
• The role will focus on supporting all customer touchpoints across their user journeys as well as resolving any inbound customer queries
• The customer and their needs will be at the heart of everything you do and improving their future experiences is your highest priority
• Lead the way in proactively ensuring that all customer experiences are optimised and continuously improved on an ongoing basis
• Ensure that customers’ expectations are realistically managed and reacted to through outstanding customer service, resulting in them receiving a polite and professional experience
• Manage customer correspondence using the Zendesk system
• Engender an environment in which staff, as well as customers, can rely on Customer Operations for help and assistance
• Suggest and improve processes to help the team operate efficiently (e.g. templated answers, knowledge sharing, review of Help Centre pages)
• Collate customer feedback that can be transformed into actions (e.g. what do customers like and dislike, how could we change that)
• Support CRM communications by QAing content and suggesting improvements that might benefit the end customer
• Be involved in customer onboarding and engagement (e.g. offering assistance via email on specific subscription features)
• Spot and act on opportunities to win and retain customers (e.g. goodwill gestures for upset customers, offers for potential customers)
• Critique and QA subscription communications (such as offers and product changes)
• Assist with the renewal of group subscriptions