Customer Operations Executive
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.
The Customer Operations Executive will deal with Spotlight Sports Group’s heritage UK B2C brand, Racing Post. The job holder will cover a minimum of 5 days a week (including some weekend work when required).
- 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.
- Excellent written and verbal communication skills (required)
- Ability to communicate confidently to a wide audience (required)
- Calm and composed under pressure (required)
- Ability to accurately input data (required)
- Self-motivated with the ability to resolve issues quickly and to a high standard (required)
- Organised and focused approach to work (required)
- Good knowledge of and interest in horse racing (required)
- Ability to use a variety of IT applications (required)
- Experience using Zendesk (nice-to-have)
- Interest in sports and sports betting (nice-to-have)
- Private medical insurance
- Excellent parental leave
- Working globally policy
- Mental health support
- Assistance programs
- Social gatherings
- Pension scheme
- Birthday off work
- 25 days of holiday per year
- Life assurance
- Star card
- Step Further Awards (employee recognition program)
- Season Ticket Loan
- Cycle to Work Scheme
- Complimentary access to Racing Post Members Club, complete with an Ultimate Membership
- Volunteer two days per year with a charity partner
Spotlight Sports Group is a global media and technology company operating across horse racing and sports betting. It combines more than 40 years of Racing Post heritage with consumer brands such as Pickswise, myracing and Free Super Tips, alongside B2B products that power major operators, affiliates and media groups. Its technology includes the Superfeed content engine, Halo live streaming, Spotlight iQ AI-driven insights and digital and print betting-shop displays, plus the ICS-digital and ICS-translate marketing and localisation agencies covering more than 80 languages. Headquartered in London, the company employs over 400 people and serves leading names in betting, racing and sports media.