At a Glance
- Tasks: Lead customer experience for junior karting programmes and manage event operations.
- Company: Join FAT Karting League, a dynamic motorsport business with exciting growth plans.
- Benefits: Enjoy private medical insurance, generous holiday, and opportunities for career development.
- Other info: Fast-paced environment with opportunities for progression and involvement in exciting events.
- Why this job: Be part of an ambitious team and make a real impact in the motorsport community.
- Qualifications: Experience in customer-facing roles and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
About FAT Karting League
FAT Karting League is a high-performance motorsport business built around competition, precision, and experience. We deliver organised racing environments where attention to detail, consistency, and teamwork are critical to success — on and off the track. As a growing organisation, we’re building more than just a karting league. With plans to expand into other areas of motorsport, we’re creating opportunities for people who want to grow with the business and develop their careers as we scale. We’re looking for driven individuals who thrive in fast-paced, energetic settings, take pride in high standards, and are motivated by responsibility, progression, and being part of something that’s moving forward.
Role Summary
We are looking for a proactive and customer-focused Customer Experience Lead to support the growth of our junior karting programmes in the UK. This is a varied role combining customer sales, event delivery, and operational support, making it ideal for someone who enjoys building relationships, delivering exceptional customer experiences, and working in a fast‑paced environment. You will be responsible for converting warm enquiries into confirmed bookings through consultative conversations with parents and customers, while also acting as a key customer contact during live events. Alongside supporting event operations, you’ll help identify upsell opportunities, contribute to process improvements, and support wider operational projects as the business continues to grow. This is an exciting opportunity to join an ambitious motorsport business at a key stage of expansion, with genuine opportunities for progression and development.
Key Responsibilities
- Customer Sales & Enquiries
- Proactively manage new and existing enquiries via HubSpot, phone, email, and social platforms
- Build trusted relationships with parents throughout the junior karting sign-up journey
- Convert warm leads into confirmed bookings through consultative conversations
- Handle objections confidently and provide clear, accurate programme information
- Maintain accurate CRM records and pipeline visibility
- Follow up on enquiries to maximise conversion rates
- Event Delivery & Customer Experience
- Act as the primary point of contact for customers during events
- Manage driver weigh‑in processes and ensure accurate details within Alpha Timing
- Communicate event schedules and updates clearly and professionally
- Capture and document customer feedback to support continuous improvement
- Escalate operational issues promptly to the Event Manager
- Upsell future events and programmes during customer interactions
- Community & Brand Engagement
- Support weekly US‑specific social media activity in collaboration with the global team
- Represent FAT Karting League positively within the local community
- Build strong relationships with drivers, parents, and customers
- Process Improvement & Operational Support
- Contribute to improvements in customer service and sales processes
- Support operational projects including Driver Training and SOP development
- Identify opportunities to improve efficiency across events and operations
- Assist with documenting and implementing operational best practices
Essential Qualifications and Experience
- Experience in a customer-facing role involving enquiries, bookings, or sales conversations
- Experience handling inbound leads via phone, email, and CRM systems
- Strong communication skills with the ability to build rapport and trust quickly
- Confident and professional telephone manner
- Ability to manage customer expectations and resolve objections effectively
- Strong organisational skills with the ability to prioritise multiple enquiries
- High attention to detail when managing customer and event data
- Comfortable using CRM systems such as HubSpot and digital communication platforms
- Ability to remain calm and professional during live events and busy operational periods
- Experience working in fast‑paced environments where priorities can shift quickly
Desirable
- Experience in a sales or conversion-focused environment
- Experience within events, sports, hospitality, or youth programmes
- Experience supporting social media or community engagement activities
- Exposure to operational projects or process improvement initiatives
- Passion or interest in motorsport is advantageous
Additional Information
- Full‑time permanent role based in Upper Heyford
- Monday to Friday during non‑event periods
- Weekend working will be required during scheduled events in line with business needs
- Time off in lieu (TOIL) or adjusted weekday hours will be provided as agreed
- Travel to event locations will be required as part of the role
- Opportunity to grow and develop within a rapidly expanding motorsport organisation
Benefits
- Private medical insurance
- Pension scheme with salary sacrifice option
- Life assurance (death in service)
- 33 days holiday including bank holidays
- Childcare support via salary sacrifice
- Employee Assistance Programme (EAP)
- Free GP service
Equality, Diversity & Inclusion
FAT Karting League is committed to attracting, recruiting and retaining the most talented individuals, regardless of age, disability, gender identity, gender expression, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion, belief, sex or sexual orientation. We strive to be a team that supports diversity in the workplace and promotes an inclusive culture in which all team members are respected, empowered and valued.
Customer Experience Lead employer: Smedley Group
FAT Karting League is an exceptional employer that fosters a dynamic and inclusive work culture, perfect for those passionate about motorsport and customer experience. With a commitment to employee growth, we offer numerous opportunities for career progression within our expanding organisation, alongside competitive benefits such as private medical insurance, a pension scheme, and generous holiday allowances. Join us in Upper Heyford, where you can thrive in a fast-paced environment while making meaningful contributions to our community and brand.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smedley Group. 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 Smedley Group 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 Customer Experience Lead
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 Smedley Group:Your cover letter is your chance to shine! Tell us why you want to work at Smedley Group 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 Smedley Group!
How to prepare for a job interview at Smedley Group
✨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.
