We're looking for a Customer Experience Operations Coordinator to join our team in London as part of our Client Services function. Your team: You will be joining the Customer Experience Operations department who are responsible for delivering customer service excellence across our global events. You will report to the Customer Experience Manager for Money20/20 Asia and Europe. Your Role: As a Customer Experience Operations Coordinator, you will be the first point of contact for our event attendees and you will be responsible for delivering premium customer service, ensuring all queries are answered swiftly, informatively, and politely as well as all attendee registrations are processed accurately and efficiently. This role offers the opportunity to travel to the events in Bangkok, Amsterdam, and Las Vegas to assist with the onsite delivery of badge collection. You will be enthusiastic about delivering excellent customer service and excels in a fast-paced environment. You are a connector, working hard to ensure people and projects are not inadvertently siloed or silenced. You should be accustomed to dealing with high volumes of emails and calls, have a passion to exceed customer expectations and should be excited at the prospect of travelling to the Money20/20 events to help run the badge collection desks. This role will be a hybrid of working from home and in our office, at least 1-2 days a week. Our office is based in Holborn, Central London and we will be moving to a new office in Victoria in the summer. Key Responsibilities You will provide a first-class experience to our attendees from their initial contact onward, ensuring all queries are addressed within one working day across customer service channels, including email, calls, and live chat. As a Money20/20 advocate, you will become an expert on all Money20/20 events, confidently explaining our pass types, benefits, and mission. This role includes the opportunity to travel to our international Money20/20 events in Europe, North America, and Asia. You will be customer-facing and manage the badge collection desks including taking payments for onsite registrations. You will need to be available to travel to the Money20/20 events each year in April, June, and October - this includes working over the weekend during the event and Bank Holidays may be required if they overlap with the events (any weekends or bank holidays will be returned with time in lieu). You must be available to attend the Money20/20 Europe event held every June in Amsterdam. This year, the event takes place from June 3–5, 2025. Typically, the team arrives a couple of days prior (e.g., Saturday) and departs the day after the event ends. You’ll manage our phone line, event inboxes, and live chat during working hours to ensure all queries are answered swiftly, informatively, and politely. In addition, you’ll review pass applications and eligibility for our special criteria pass types such as Start-Ups. You'll support department initiatives and/or projects, for example, elevating the online customer experience journey. This could also include contributing to customer comms and dedicated web pages for customer FAQs. You’ll support creating, maintaining, and updating pass registration records with the latest attendee information ensuring a high level of detail when processing delegate data using our registration software systems. You’ll share regular updates with the Customer Experience Operations Manager on customer sentiment, feedback, pain points. During quieter periods, you will support customer service for additional events within the business. Our events attract attendees worldwide and you will work closely with an international team, you must be an advocate and ally for diversity, equality, and inclusion. Your Experience Some experience in a customer service role: ideally in an administrative or support role, preferably within events or a corporate setting. Experience handling high volumes of emails and calls is essential. Must be extremely customer service-oriented with a passion for exceeding customer expectations. Excellent oral and written communication skills, including proofreading skills; you are a great communicator – with colleagues and customers alike. Excellent organisational skills: able to manage multiple enquiries, tasks and deadlines efficiently. Should be database savvy, detail-oriented and have good problem-solving skills. Good computer skills (e.g. basic knowledge of Microsoft Excel, Word, and Outlook). Experience using Salesforce and Live Chat platforms is an advantage but not essential as full training will be provided. If you don't meet every single requirement, we'd still encourage you to apply. At Money20/20, 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. Who are we? Money20/20 is the world’s leading premium content, sales and networking platform for the global money ecosystem. From in depth analytics to inspirational speakers, our world-class insight and networking opportunities help our customers stay ahead – powering strategies and switching mindsets. The future promises a faster, smoother, more connected money ecosystem. Money20/20 promises the clearest, sharpest vision of what’s next. Find out more at money2020.com. Money20/20 is part of Ascential. Ascential takes the world’s leading brands to the heart of what’s next for their industries. We do this through our events, intelligence products and advisory services. Our 700 people serve a global customer base from more than 100 countries in the large and growing Marketing and Financial Technology sectors. Ascential is part of the Informa Group. Why Choose Us? Two divisions. Three continents. One great culture - we want working for Ascential to be the best career move you’ve ever made. Ascential is a people-powered company, and we’re committed to supporting diversity, equity and inclusion. We publish an annual DEI Report, setting out our goals and progress. We invest in Employee Groups including Able to Thrive, Ascential Pride, Black in Business and Empower Women’s Network. And our inclusive recruitment practices and early talent programmes help us to bring curious, passionate people from every walk of life into our team. We’re committed to ensuring that the impact of our business on our environment - and the communities we operate in - is a positive one. That means making sure that each event we run is the most sustainable it’s ever been. We also default all of our pension plans to sustainable options, so that our people’s savings are invested in ways that help rather than hinder our planet. Helping people to connect and drive progress isn’t a business-only goal. We know that the world is a better place when we lead with heart, so we support charitable causes that make a difference. We provide opportunities to give back through Volunteer Days and our charity partnership with Media Trust. We value output, not hours. Most of our roles ask for 1-2 days a week in your nearest office. But if that’s not possible for you, let’s talk. Flexible work conversations are actively encouraged here. Only you know what’s most important to you. That’s why we offer a benefits and wellbeing package that you can tailor to your needs. Some of these include: 25 days of holiday per year - with an option to buy/ sell up to 5 days Pension, Life Assurance and Income Protection Access to either our commission, bonus or profit share schemes, dependent on the role Flexible benefits platform with options including Private Medical, Dental Insurance, Critical Illness and the Ascential Shares Scheme Employee assistance programme, season ticket loans and cycle to work scheme Volunteering opportunities and charitable giving options Learning and development opportunities, to encourage and empower everyone to grow We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you. If we inspire you, why not join and inspire us? Find out more