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

Spotlight Sports Group is a global media and technology company with a clear purpose, to set the standard for trusted, customer-driven experiences across global racing and sports betting. Guided by our mission to create experiences that fans love, we combine more than 40 years of heritage with bold innovation to deliver award-winning content, data and digital products. With over 400 employees worldwide, our portfolio includes Racing Post, Pickswise, myracing and Free Super Tips, as well as the international marketing agency ICS-digital and ICS-translate. Together, we partner with leading operators, affiliates and media groups to power growth and engagement across the industry.

Job purpose:

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. 

Key Accountabilities:

The Customer Operations Executive will deal with Spotlight Sports Group’s heritage UK B2C brand, Racing Post. This role is offered on a part-time basis 3 days per week, working 2 days in the London Office and 1 remote.

• 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

Digital Subscriptions Accountabilities:

• 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