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Customer Operations Executive, Part-time
Spotlight Sports Group. Provide professional, proactive and reactive customer service aligned with business needs and best practice .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing proactive customer service and optimizing customer experiences through effective communication and issue resolution. Proficient in managing customer interactions and feedback to drive continuous improvement in service delivery.
Highest-signal resume keywords
Customer ServiceZendesk ExperienceData Input AccuracyWritten And Verbal CommunicationProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Calm Under PressureSelf-MotivatedOrganised ApproachConfident Communication
Tools & Technologies
ZendeskCRM Applications
Industry Keywords
Customer ExperienceCustomer OnboardingHorse RacingSports BettingCustomer Feedback
About the role
Key responsibilities & impact- Provide professional, proactive and reactive customer service aligned with business needs and best practice
- Support customer touchpoints across user journeys
- Resolve inbound customer queries
- Optimise and continuously improve customer experiences
- Manage customer expectations and provide a polite, professional experience
- Manage customer correspondence using Zendesk
- Provide help and assistance to staff and customers through Customer Operations
- Suggest and improve processes, including templated answers, knowledge sharing and Help Centre page reviews
- Collate customer feedback and transform it into actionable improvements
- Support CRM communications by QAing content and suggesting improvements
- Support customer onboarding and engagement for digital subscriptions
- Identify opportunities to win and retain customers, including goodwill gestures and offers
- Critique and QA subscription communications
- Assist with renewal of group subscriptions
Requirements
What you’ll need- 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 (desirable)
- Interest in sports and sports betting (desirable)
Benefits
Comp & perks- Private medical insurance
- Excellent parental leave
- Working globally policy
- Mental health support
- Assistance programs
- Social gatherings
- Pension scheme
- Other benefit schemes
- Birthday off work
- 25 days of holiday per year
- Life assurance
- Star card exclusive perks
- Step Further Awards employee recognition program
- Season Ticket Loan
- Cycle to Work Scheme
- Complimentary access to Racing Post Members Club, including Ultimate Membership
- Two paid volunteer days per year with the charity partner