Customer Operations Executive (Part-time, 3 days a week)

The Customer Operations Executive provides a professional, proactive and reactive service to customers of Racing Post, Spotlight Sports Group's heritage UK B2C brand, supporting all customer touchpoints across their user journeys and resolving inbound customer queries. The customer and their needs are at the heart of everything the role does, with improving future customer experiences as the highest priority. The position sits within Customer Operations, a team that staff and customers alike rely on for help and assistance, and it also covers digital subscriptions activity.

• Lead the way in proactively ensuring that all customer experiences are optimised and continuously improved on an ongoing basis
• Manage customer correspondence using the Zendesk system
• Ensure customers' expectations are realistically managed and reacted to through outstanding customer service, resulting in a polite and professional experience
• 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, such as templated answers, knowledge sharing and review of Help Centre pages
• Collate customer feedback that can be transformed into actions, covering what customers like and dislike and how that could be changed
• Support CRM communications by quality-assuring content and suggesting improvements that might benefit the end customer
• Support customer onboarding and engagement, for example offering assistance by email on specific subscription features, and act on opportunities to win and retain customers through goodwill gestures for upset customers and offers for potential customers
• Critique and quality-assure subscription communications such as offers and product changes
• Assist with the renewal of group subscriptions

• 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

• Experience using Zendesk
• Interest in sports and sports betting

• Part-time role, 3 days per week
• Hybrid working: 2 days per week in the London office and 1 day remote

• Range of well-being initiatives, including private medical insurance, excellent parental leave, a working globally policy, mental health support, assistance programmes and social gatherings
• Pension scheme and various other benefit schemes
• Birthdays off work
• 25 days of holiday per year
• Life assurance
• Exclusive perks such as the Star card
• Step Further Awards employee recognition programme
• Season Ticket Loan and Cycle to Work Scheme for those working via the hybrid model
• Complimentary access to the Racing Post Members Club, complete with an Ultimate Membership
• Opportunity to volunteer two days per year with the charity partner

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