Customer Operations Executive

Spotlight Sports Group is a global media and technology company specialising in content and data within sports betting, horse racing and fantasy sports. With over 400 employees, the group operates multiple award-winning brands, including Racing Post, the world’s largest horse racing affiliate, Pickswise, myracing and Free Super Tips. We partner with leading operators across the betting industry to produce and build multilingual, best-in-class digital products and content to engage and educate customers. ICS-digital, an international marketing agency including ICS-translate, also operates under the group.

Job context:

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 across all UK B2C affiliate brands. 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 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) to:

• 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

Essential:

• 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

Desirable:

• Experience using Zendesk.
• Interest in sports and sports betting

We offer a range of well-being initiatives, including private medical insurance, excellent parental leave, a working globally policy, mental health support, assistance programs, and social gatherings. We also provide a pension scheme and various other benefit schemes. Plus, we all get our birthdays off work and enjoy 25 days of holiday per year, as well as the opportunity to buy 5 additional days per year and you can be flexible about when you use your public holidays.

We’ve also got you covered with life assurance and exclusive perks like the Star card and our Step Further Awards (our employee recognition program) to recognise your dedication. For those working via the hybrid model (in the office and at home) we’ve made commuting easier with our Season Ticket Loan and Cycle to Work Scheme.

You can also take advantage of complimentary access to our Racing Post Members Club, complete with an Ultimate Membership. We believe in making a positive impact beyond the workplace, and you'll have the chance to volunteer two days per year with our charity partner, Autism in Racing.