Customer Services Manager - Sports - #2177794

Handle Recruitment are working with an ambitious, growing global sports organisation to find a Customer Services Manager to lead customer and participant support across its expanding portfolio of sporting events.

£35,000-£38,000 based on experience

Canary Wharf | Hybrid (3 days in office)

Candidates must have previous customer service experience ideally within sports or events.

With a focus on triathlon, mass-participation events and world-class sporting experiences, the business is growing its international presence and building exciting new partnerships. This is a great opportunity to join a collaborative, fast-paced team where you can take ownership, improve processes and help shape the customer experience as the business scales.

The Role

Reporting to the Membership Strategy Director, you will oversee day-to-day customer service delivery, ensuring participants receive an excellent experience from registration through to event day and beyond. You'll manage escalations, develop efficient support processes and work closely with teams across Events, Membership, Marketing and Product/Technology to continually improve the participant journey.

Key Responsibilities

• Lead day-to-day customer and participant support, ensuring enquiries are handled professionally, accurately and within agreed service levels.
• Manage complex customer issues and escalations through to resolution.
• Develop customer service standards, FAQs, templates and processes to improve consistency and efficiency.
• Oversee support planning ahead of events, working closely with Event Operations to anticipate enquiry volumes and ensure accurate information is available.
• Support onsite customer services where required and capture feedback to improve future events.
• Monitor enquiry volumes, response times, recurring issues and customer feedback, providing regular performance reporting and insights.
• Identify opportunities for automation, self-service and scalable processes as the business grows.
• Act as the key customer service contact across internal teams, addressing recurring issues and representing the voice of the customer.
• Support wider customer experience initiatives and help identify operational risks and opportunities for improvement.
• Support and develop junior team members, maintaining high standards across all customer touchpoints.

About You

• 2-4 years' experience in customer service, customer experience, participant support, events, hospitality or a similar customer-facing environment.
• Experience handling customer enquiries, resolving complex issues and managing escalations.
• Experience managing or supporting junior team members.
• Strong written and verbal communication skills, with excellent attention to detail.
• Highly organised, able to manage competing priorities in a fast-paced environment.
• A proactive problem-solver who takes ownership and makes practical, customer-focused decisions.
• Experience improving customer service processes and developing efficient ways of working.
• Confident using CRM systems, customer service platforms and digital tools.
• Able to interpret customer feedback and performance data to identify improvements.
• Strong stakeholder management skills and a collaborative, hands-on approach.
• An interest in sport, endurance events or mass participation would be advantageous.

Working Culture & Benefits

• Private health insurance, including wellness benefits.
• £ Learning and development budget for courses, books and events.
• 25 days' annual leave plus a Christmas break.
• Hybrid and flexible working arrangements.
• Enhanced parental leave.
• Company share option scheme.
• Complimentary or discounted event entries for employees, friends and family.
• Office snacks and drinks, open-water swimming credits and additional wellbeing benefits.

Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.