Awards Customer Service Executive in London

Company Background

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We're combining prestigious brands like Cannes Lions, Black Hat, Money20/20 and London Tech Week with cutting‐edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights. Our festival‐led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals.

Job Description

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'll 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 ensuring they receive the correct and relevant answers within a 24‐hour SLA period.
• Responsible for managing and improving the Awards customer service function.
• Offer 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.
• Build a comprehensive understanding of the business to talk cross‐portfolio and better serve our customers – including other internal stakeholders when necessary.
• Feed back trends and common queries to other teams within the business to identify ways common queries can be addressed.
• Work 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.

Qualifications

• Strong communication skills – 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 – ensure compliance with award guidelines and maintain accurate records.
• Good problem‐solving skills – ability to think on your feet and solve issues; 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 what you can expect when you join us.

Benefits

• 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.
• Career opportunity: bespoke training and learning, mentoring platforms and on‐demand access to thousands of courses on LinkedIn Learning. 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 anywhere for up to four weeks a year.
• Flexible range of personal benefits to choose from, plus company‐funded private medical cover.
• ShareMatch scheme: become an Informa shareholder with free matching shares.
• Strong wellbeing support through EAP assistance, mental health first aiders, healthy living subsidy, access to health apps and more.
• Recognition for great work, with global awards and kudos programmes.
• International collaboration: opportunity to collaborate with teams around the world.

Equal Opportunities Statement

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 decisions are based on relevant qualifications and merit and no discrimination on the basis of protected characteristics and statuses. Please reach out for reasonable adjustments or accommodations.

Seniority Level: Entry level

Employment Type: Full‐time