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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