About us
London Marathon Events (part of the London Marathon Group) works to inspire, champion and increase activity in all ages, abilities and demographics. We do this through our successful event portfolio (which includes the TCS London Marathon and TCS Mini London Marathon, Brighton Marathon, The Big Half, Vitality London 10,000, Vitality Westminster Mile, Standard Chartered Great City Race and Swim Serpentine), through our extensive outreach programmes working with schools and community groups in London and across the UK and through our network of wholly owned or partially owned companies, such as Maverick, Run 4 Wales, Loch Ness Marathon Ltd, Caledonian Concepts, Athletic Ventures and Friday Night Lights
Our events raise millions for charities every year to improve the lives of individuals and communities and we passionately believe in the power of sport.
Our values are integral to who we are, how we work and what we do:
Caring - We value each other, our customers and the positive impact we make
Curious - We open our minds to new ideas, perspectives and ways of working
Exceptional - We strive to be the best and to redefine the art of the possible
Fun - We create joy, happiness and memories that last a lifetime
Diversity, inclusion and wellbeing are at the heart of everything we do, and we want to ensure they are at the heart of our company. We strongly value diversity within our workforce and recognise that different people bring different perspectives, lived experience, ideas and culture to the company. This difference brings with it great strengths, including diversity of thought. So, if you’re ready to be a force for good, lead change and want to make a difference to society, keep reading.
For successful candidates the offer of employment is subject to satisfactory Disclosure and Baring Service (DBS) clearance.
The Role
This role will work across teams, supporting with the management of specialised customer queries and the administrative upkeep of customer records. You’ll be supporting two collaborative teams delivering a best-in-class customer experience for London Marathon Events charity partners, and participants / prospective participants who have additional accessibility requirements.
Key Responsibilities
- Respond to charity customer inbounds and escalations, ensuring timely and accurate responses
- Work with digital and customer engagement teams to support with user testing and the smooth transition to AI agent responses
- Support with the change requests, data cleaning and migration of charity customer data to Dynamics365
- Support with the set up and administration of charity sales and renewal processes across our events as required
- Support with the coordination of other package benefits for charities such as performance coaching bookings, and content for social posts and participant newsletters
- Respond to community and accessibility inbounds, including arranging and supporting with introductory meetings and calls
- Support the development and maintenance of a community CRM system
- Support with the administration around community events and community programmes
- Support with the coordination of community engagement activities
This list of duties and responsibilities is not exhaustive meaning the role may also include the undertaking of additional tasks as required.
Success Measures / KPIs
- Meet SLAs for responding to charity customer and the accessibility and inclusion team inbounds
- Contribute to the team NPS targets
Required Skills
Technical
- Experience of using D365 or other CRM to support the management of customer marketing data and communications
- Familiar with collaborative project tools like Monday.com and Azure DevOps.
Leadership Competencies
- Decision Quality
- Communicates Effectively
- Collaborates
- Customer Focus
- Ensures Accountability
- Instils Trust
- Values Differences
Required Experience
Essential
- Strong interpersonal skills with an ability to communicate effectively
- Competent on D365 applications
- Good organisational skills, analytical, time management, problem solving, prioritisation and planning skills
- Accurate data entry skills
- Ability and willingness to learn
- Comfortable working in a face-paced environment
Desired
- Proactive improvement nature challenging and improving day-to-day working and automating manual tasks where possible.
