At a Glance
- Tasks: Lead customer engagement strategies to transform communities through tennis and padel.
- Company: Join the LTA, a dynamic organisation dedicated to making tennis accessible for everyone.
- Benefits: Enjoy enhanced benefits, inclusive culture, and opportunities for personal growth.
- Other info: Be part of a supportive team that values your unique background and perspective.
- Why this job: Make a real impact in sports while promoting diversity and inclusion.
- Qualifications: Experience in customer engagement and team leadership is essential.
The predicted salary is between 25668 - 31372 £ per year.
The LTA’s vision is ‘Tennis Opened Up’, and its mission is to transform communities through tennis by making it welcoming, enjoyable and inspiring for everyone. We take a similar approach to developing and promoting padel, one of Britain’s fastest-growing sports. The Customer Strategy & Marketing Team support the LTA’s vision through the visibility, positioning and promotion of tennis all year round, to grow fandom and participation.
Within the Customer Strategy & Marketing team, the Customer Engagement team plays a vital role in the delivery of the LTA’s business plan, responsible for increasing our database of first party contacts to drive our participation, fandom and income generating objectives and for building the LTA’s relationship with key members of the game’s workforce infrastructure such as coaches and venue volunteers.
Key imminent strategic change projects will include a Martech migration and adoption of new technology including AI features, development of a new strategy for our membership proposition, including a bespoke solution for padel and new innovative fan engagement and loyalty mechanisms. As such it will be crucial that the role holder has the necessary experience to inspire the team and peers to see through a successful outcome.
Our Support to You: When applying for our roles, you will be asked as part of our application process if you require any adjustments or support during the recruitment process. Adjustments could include extra time for assessments, interview questions in advance, alternative formats for materials or wheelchair access. Any information you provide will be treated in confidence and only used to make sure you have the best possible experience with us. If you have any specific questions regarding your application or if anything’s unclear at all, please contact our recruitment team by emailing.
Life at the LTA: The LTA, through its vision 'Tennis Opened Up', is committed to creating an inclusive environment where all colleagues feel included and a strong sense of belonging. We particularly welcome applications from people from ethnically diverse communities, deaf and disabled people, members of the LGBTQ+ community and people with lived experience of the UK's many and varied communities.
Read some of our colleague testimonials below:
- “As a new mum, I’ve appreciated the LTA’s newly enhanced benefits, which have supported me during maternity leave and in my return to work. In total, I have been with the LTA for four years and love the diversity of my role.”
- “Everyone's respected in terms of the culture, ethnicity, and the background, so you don't feel inequal in any capacity. I remember how supportive my team had been during Ramadan, being fully understanding of its requirements and flexible with my work schedule.”
- “As a new starter at the LTA, my experience has been overwhelmingly positive. Being a tennis fan, I was excited to join the organisation, and from day one, I’ve been impressed by everyone’s dedication to our mission of 'Tennis Opened Up', as well as promoting diversity, inclusion, and sustainability.”
Head of Customer Engagement in London employer: LTA
The LTA is an exceptional employer dedicated to transforming communities through tennis, offering a vibrant work culture that prioritises inclusion and diversity. As a Physical Preparation Coach at the National Tennis Centre, you will have the unique opportunity to shape the future of elite tennis in Britain while benefiting from professional development opportunities and a collaborative environment that fosters growth and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Engagement in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LTA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LTA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Engagement in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LTA:Your cover letter is your chance to shine! Tell us why you want to work at LTA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LTA!
How to prepare for a job interview at LTA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
