Awards Customer Service Executive in London

This position is based in our 5 Howick Place, London office. As the Awards Customer Service Executive, you will be the first touchpoint for queries from entrants into the LIONS Awards - providing exceptional customer service over email, phone and live chat in a timely and professional manner. The Awards sit at the heart of the LIONS business, and in this role, you will help protect and nurture these prestigious benchmarks of creative excellence while guiding customers through every step of the entry process.

Key accountabilities:

• Develop and nurture relationships with customers to provide world-class Awards services.
• Engage with customers over the phone and by email on a daily basis - understanding their needs and making sure they receive the correct and relevant answers within a 24 hour SLA period.
• Responsible for managing and improving the Awards customer service function.
• Offering guidance on the entry process and queries to customers from around the world.
• Expert understanding of LIONS Awards rules and T&Cs - able to help our customers navigate the entry journey.
• Building a comprehensive understanding of the business in order to talk cross-portfolio to better serve our customers – including other internal stakeholders when necessary.
• Feeding back trends and common queries to other teams within the business to identify ways common queries can be addressed.
• Working closely with sales, marketing, IT, or product teams to resolve issues that require input from other parts of the company.
• On-site coordination and delivery of Awards activities which supplement the overall customer experience.

If you don’t meet every single requirement, we’d still encourage you to apply. At LIONS, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role, we would still like you to apply.

Qualifications, Skills, experience & qualifications required:

• Strong communication skills: both verbal and written, with the ability to handle a wide range of customer inquiries professionally.
• Previous customer service experience: ideally in an administrative or support role, preferably within an awards, events, or corporate setting.
• Customer intelligence obsessed: interested in finding ways to improve the customer experience.
• Excellent organisational skills: able to manage multiple inquiries, submissions, and deadlines efficiently.
• Keen attention to detail: the ability to ensure compliance with award guidelines and maintain accurate records.
• Good problem solving skills: ability to think on your feet and solve issues for our customers. Sometimes standard responses might not work so innovation will be key.
• Industry experience: Some experience in financial services or fintech related industries preferred but not required.
• Excellent written English.
• Interest in the creative communications industry (beneficial but not essential).

Additional Information:

We believe that great things happen when people connect face-to-face. That’s why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely. We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone.

Here’s some of what you can expect when you join us:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
• Broader impact: take up to four days per year to volunteer, with charity match funding available too.
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves.
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year.
• A flexible range of personal benefits to choose from, plus company funded private medical cover.
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares.
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more.
• Recognition for great work, with global awards and kudos programmes.
• As an international company, the chance to collaborate with teams around the world.

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. At Informa, you’ll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law.