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About the Role
Provide a professional, proactive, and reactive service to customers, focusing on supporting user journeys and resolving queries to enhance their experiences.
Responsibilities
- Lead efforts to optimize and continuously improve customer experiences.
- Manage customer expectations and deliver outstanding customer service.
- Handle customer correspondence using the Zendesk system.
- Foster an environment where staff and customers can rely on Customer Operations for assistance.
- Suggest and implement process improvements for team efficiency.
- Collate customer feedback for actionable insights.
- Support CRM communications through content QA and improvement suggestions.
- Assist with customer onboarding and engagement for digital subscriptions.
- Identify and act on opportunities to win and retain customers.
- Review and QA subscription communications, including offers and product changes.
- Support the renewal of group subscriptions.
Requirements
- 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.
- Organized and focused approach to work.
- Good knowledge of and interest in horse racing.
- Ability to use a variety of IT applications.
- Experience using Zendesk.
- Interest in sports and sports betting.
Skills
- Customer Service
- Communication
- Problem Solving
- Data Entry
- Organization
- IT Applications
- Zendesk
- Horse Racing Knowledge
- Sports and Sports Betting Interest
Location
- London Office
- Remote
Work Type
- Part-time (3 days per week)
- Hybrid
Experience Level
- Not specified
Education Level
- Not specified
Benefits
- Private medical insurance
- Excellent parental leave
- Working globally policy
- Mental health support
- Assistance programs
- Social gatherings
- Pension scheme
- Various other benefit schemes
- Birthdays off work
- 25 days of holiday per year
- Life assurance
- Star card
- Step Further Awards
- Season Ticket Loan
- Cycle to Work Scheme
- Complimentary access to Racing Post Members Club with Ultimate Membership
- Volunteer two days per year with charity partner
About the Company
- Spotlight Sports Group is a global media and technology company focused on creating trusted, customer-driven experiences in racing and sports betting.
- They combine heritage with innovation to deliver award-winning content, data, and digital products.
- With over 400 employees worldwide, their portfolio includes Racing Post, Pickswise, myracing, Free Super Tips, ICS-digital, and ICS-translate.
- They partner with leading operators, affiliates, and media groups to drive industry growth and engagement.