In this role, you will play a key role in ensuring ongoing customer satisfaction. The role will involve responding to live queries that come in via X, triaging issues raised, troubleshooting and managing helpdesk referrals. The Customer Service Exec will be responsible for prioritising issues and communicating quickly and efficiently with the client’s internal customer service team in a live sporting environment.
As part of the public facing comms for a major brand, the successful candidate will be able to maintain the appropriate tone of voice at all times and will have the ability to work under pressure to deliver desired outcomes. The role will also be involved in monitoring other social media platforms (in addition to X) in order to gather information, and will be responsible for recording this information to assist with reporting to internal customer service and product teams after each major sporting event.
Note: This is a part time role, involving working regular weekends on a fixed term basis (until mid December) to cover the sporting calendar. Unsociable hours to support events across a range of time zones is also required.
We Realise Potential in Your Story
We are Great Places to Work certified and dedicated to fostering employee growth and development in a sustainable manner. Our flexible approach promotes work-life balance, while we strive to build a diverse and inclusive environment that values all voices at Little Dot — Everyone is welcome.
HOW YOU'LL SPEND YOUR TIME
- Working across live weekend sporting events to monitor and manage customer queries on social platforms
- Collaborating with the agency and client to provide accurate information and escalate issues as needed
- Proactive sharing of promotional material and product information on X in the build up to and during sporting events
- Prioritising issues as they occur and communicating clearly with colleagues to find resolutions
- Responding to queries independently but knowing when to escalate
- Monitoring other social channels for retrospective intelligence (i.e. Reddit) to gain insight into the customer/fan experience across different events
- Maintaining an appropriate tone of voice at all times, as a key part of the public-facing comms team
- Contribute to post race reporting and be part of the team delivering the reports/insights to the client.
WHAT YOU NEED TO SUCCEED
Skills matter, experience is useful, attitude is everything.
- Experience in a customer service facing role would be of benefit and a positive, problem-solving approach is essential
- The ability to respond to certain queries independently whilst escalating relevant issues confidently is also a must
- Able to maintain the appropriate tone of voice at all times and will have the ability to work under pressure to deliver desired outcomes
- Confident in using X (Twitter) and responding to queries on the platform (by addition, knowledge of other social platforms including Reddit is welcome)
- Good knowledge and genuine passion for motorsport is highly desirable.
THE PERKS OF THE JOB
Employee wellbeing is at the heart of everything we do. We offer hybrid and flexible working patterns for all roles, mental health and wellbeing programmes, enhanced gender neutral parental leave, interest free financial support and a digital nomad policy that allows you to work from abroad two weeks a year. Plus all the usuals such as pension contributions, generous annual leave, weekly socials and office perks like free yoga and health treatments!
LITTLE DOT, BIG IMPACT
We’re probably the biggest studio you didn’t know was fuelling your favourite content.
We’ve been one of the top dogs in the digital content space since 2013 (some would say, before its potential was even fully realised). We're proud to work with some of the hottest TV and movie studios, distributors, rights holders, sports federations and brands in the business.
Learn more about us, our values and our commitments please visit our website www.littledotstudios.com for more information.