Direct message the job poster from Jane Tomlinson's Run For All
Reports to: Senior Management Team
Jane Tomlinson’s Run For All is one of the UK’s largest not-for-profit sporting event organisations, staging high-profile mass participation events like the Leeds 10K, York 10K, Leeds Half Marathon, and The Yorkshire Marathon. With charity at its heart, we inspire participants to get active while raising vital funds for good causes.
We are looking for an enthusiastic Customer Service Manager to join our Leeds-based team. If you're passionate about sports, events, and delivering exceptional customer service, we'd love to hear from you.
Role Overview:
As the Customer Service Manager, you will play a pivotal role in leading and enhancing our customer service efforts. Working as part of the Marketing and Communications team, you will manage all aspects of customer service, ensuring that participants, supporters, and stakeholders receive the highest level of service. You will oversee the customer journey to drive improvements to processes, ensuring efficiency, accuracy, and a seamless experience for our valued customers.
On event day, you will also be responsible for managing the race office, overseeing the race pack management process, and ensuring that customer inquiries are handled promptly and professionally. This is an exciting opportunity to make a real difference in a fast-paced, dynamic environment where charity and community come together. You’ll need to demonstrate strong communication skills, attention to detail, and a proactive, problem-solving approach.
Key Responsibilities:
* Lead and manage all aspects of the customer service function
* Continuously evaluate, develop and implement efficient processes for customer service
* Monitor and optimise workflows to ensure time and cost-effectiveness while maintaining high service standards.
* Prepare regular reports for senior management on customer service department milestones, progress, and key performance indicators (KPIs).
* Plan and manage department budgets, ensuring optimal resource allocation and financial efficiency.
* Collaborate with the marketing team to design and implement initiatives that improve customer satisfaction and engagement.
* Oversee the management of the race office on event day, ensuring smooth operations and efficient customer service for entrants
* Oversee the management and day-to-day operation of the company’s online registration system, ensuring smooth registration processes and utilising data for reporting purposes.
Key Attributes & Requirements:
* Proven experience in a customer service management, ideally in an event or sports-related environment.
* Excellent verbal and written communication skills, with the ability to influence and engage customers effectively.
* Strong commercial awareness and a results-driven approach.
* Exceptional organisational skills, with the ability to prioritise and manage multiple projects simultaneously.
* High attention to detail, while also understanding the broader organisational and event-related implications.
* Ability to work under pressure, manage deadlines, and maintain a positive and professional demeanour.
* Passion for sport, particularly running, and an understanding of the needs and motivations of participants.
* Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) and other relevant software tools.
* Ability to work flexibly, including weekends and out-of-hours, particularly during event seasons.
* Must possess a full clean driving license and own a car.
* Educated to degree level or equivalent in a relevant field (desirable but not essential).
How to Apply:
If you’re excited about the opportunity to join a passionate team and help deliver exceptional experiences for our participants, we’d love to hear from you. Please send your CV and cover letter to Becky@runforall.com outlining why you are the perfect fit for this role.
Seniority level
* Entry level
Employment type
* Full-time
Industries
* Events Services
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