At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and manage event communications.
- Company: Join the Great Run Company, the UK's largest mass participation sport business.
- Benefits: Enjoy competitive salary, 25 days holiday, private healthcare, and a relaxed work environment.
- Other info: Opportunities for career growth and a supportive, inclusive culture.
- Why this job: Make a real impact in the sports community while shaping customer experiences.
- Qualifications: Experience in customer service and leadership, with strong communication skills.
The predicted salary is between 29700 - 36300 £ per year.
- Role: Customer Services Manager
- Full time - Permanent
The role
We have an exciting opportunity for an experienced and dynamic Customer Services Manager who is enthusiastic about providing exceptional customer care and is committed to championing the customer's voice.
The successful candidate will be responsible for the day-to-day management and delivery of the customer services function and support the customer services event team in delivering the highest level of service.
- Main Responsibilities
- Implement customer service procedures, policies, and best practice standards across the customer services function.
- Lead the creation and execution of all outbound service-related customer communications.
- Oversee all customer facing communication channels and managing the event customer services team.
- Own and manage the service CRM (Freshdesk) reporting on SLAs, response rates and team efficiency, using this data to drive improvements.
- Collaborate closely with marketing to oversee customer service across all social media channels.
- Plan and manage team resource to meet demand across the events season, supporting with recruitment and onboarding whilst maintaining consistency in customer care levels throughout busy periods.
- Manage event day staffing schedules, logistics and delivery of customer facing information.
- Continuously evaluate and challenge processes and procedures to ensure they deliver the highest level of service.
- Using a high level of autonomy to shape and develop the department in line with the culture and values of the business.
- About The Great Run Company
“We started the Great North Run in 1981 because we were runners - and if you’re a runner you want everybody to run.” - Brendan Foster, President & Founder
The Great Run Company is the UK’s biggest mass participation sport business, home to the Great North Run, the world’s largest half marathon.
Every year we inspire over 200,000 people to take part in events in cities all over the country accompanied by world class athletes.
The Great Run Company is also home to Film Nova, the TV production arm of the Great Run Company, producing programmes and events for clients including BBC Sport, Channel 4, UEFA, Olympic Broadcasting Services, IAAF, European Athletics and British Triathlon.
The Great Run Company welcomes everyone and anyone who is inspired to get active.
Our values
Teamwork, Excellence, Accountability and Ambition are lived and breathed by the team at Great run.
We work hard as one team to ensure every event that we deliver is the best it can be, creating an amazing experience for our participants, partners, charities, and our employees.
What we offer
You’ll receive a competitive salary, with an annual holiday entitlement of 25 days plus bank holidays.
We value your diversity and individuality and want to support your life choices whilst rewarding you for your dedication to us. This includes:
- Workplace contributory pension scheme operated through salary sacrifice, enabling you to get ahead in planning and saving for your future.
- Employer funded life assurance scheme.
- Private Healthcare
- Employee Assistance Programme, providing advice, information, services, and training to help and support you deal with events and issues in your work and personal life.
- Salary Sacrifice Cycle to Work Scheme.
- Volunteering policy, enabling you to support the causes most important to you
- Great run Company event entry benefits and competitor event entries (up to £100 per person per year)
- Open, modern, and friendly working environment with a strong culture
- Informal and relaxed dress code
- Twice a year company conference events and Christmas party, celebrating our successes and all fully company funded.
- Additional Information
- Travel nationally to attend events and oversee the customer service delivery. Any days worked on a weekend; compensatory rest days will be received back for.
We are looking for
Our ideal candidate will have the following qualities
- Experienced customer services professional.
- Desirable – previous line management experience.
- Experience using CRM platforms.
- A natural leader with the ability to influence others.
- Customer centric and commercially astute.
- Exceptional customer service skills.
- Excellent written and verbal communication skills.
- Demonstrates a flexible approach with a solution-focused mindset.
- Valid right to work in the UK.
Process
At Great Run we are committed to ensuring our recruitment process is accessible to all so that every applicant has a fair opportunity.
During any stage of the application process, we are happy to make any adjustments that may support you if required.
Please contact the HR team reasonable adjustments are required.
- Closing date: 5th August 2026
- #J-18808-Ljbffr
Customer Services Manager employer: The Great Run Company
The Great Run Company is an exceptional employer that prioritises a vibrant work culture and employee development, making it an ideal place for those passionate about customer experience and events. Located in a dynamic environment, employees benefit from comprehensive training opportunities, a supportive team atmosphere, and the chance to make a meaningful impact on customer satisfaction and event success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Great Run Company. 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 The Great Run Company 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 Services Manager
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 The Great Run Company:Your cover letter is your chance to shine! Tell us why you want to work at The Great Run Company 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 The Great Run Company!
How to prepare for a job interview at The Great Run Company
✨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.
