Awards Customer Service Executive

at  Ascential

We’re looking for a Awards Customer Service Executive to join our team in London as part of our Awards function.
Your Role: You will be the first touchpoint for queries from entrants into the Money20/20 Awards - providing exceptional customer service over email, phone and live chat in a timely and professional manner. The Awards exist to recognise global excellence in fintech. Your focus will be on providing end-to-end support and ensuring all customers have a smooth and positive experience, from registration to award announcement.

Key Responsibilities

• Develop and nurture relationships with customers to provide world-class Awards services.
• Engage with customers over the phone and by email on a daily basis - understanding their needs and making sure they receive the correct and relevant answers within a 24 hour SLA period.
• Responsible for managing and improving the Awards customer service function.
• Offering guidance on the entry process and queries to customers from around the world
• Expert understanding of Money20/20 Awards rules and T&Cs - able to help our customers navigate the entry journey
• Building a comprehensive understanding of the business in order to talk cross-portfolio to better serve our customers – including other internal stakeholders when necessary
• Feeding back trends and common queries to other teams within the business to identify ways common queries can be addressed
• Working closely with sales, marketing, IT, or product teams to resolve issues that require input from other parts of the company
• On-site coordination and delivery of Awards activities which supplement the overall customer experience

Your Experience

• Strong communication skills: both verbal and written, with the ability to handle a wide range of customer inquiries professionally
• Previous customer service experience: ideally in an administrative or support role, preferably within an awards, events, or corporate setting
• Customer intelligence obsessed: interested in finding ways to improve the customer experience
• Excellent organisational skills: able to manage multiple inquiries, submissions, and deadlines efficiently
• Keen attention to detail: the ability to ensure compliance with award guidelines and maintain accurate records.
• Good problem solving skills: ability to think on your feet and solve issues for our customers. Sometimes standard responses might not work so innovation will be key
• Industry experience: Some experience in financial services or fintech related industries preferred but not required

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 upto 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
mor

• Develop and nurture relationships with customers to provide world-class Awards services.
• Engage with customers over the phone and by email on a daily basis - understanding their needs and making sure they receive the correct and relevant answers within a 24 hour SLA period.
• Responsible for managing and improving the Awards customer service function.
• Offering guidance on the entry process and queries to customers from around the world
• Expert understanding of Money20/20 Awards rules and T&Cs - able to help our customers navigate the entry journey
• Building a comprehensive understanding of the business in order to talk cross-portfolio to better serve our customers – including other internal stakeholders when necessary
• Feeding back trends and common queries to other teams within the business to identify ways common queries can be addressed
• Working closely with sales, marketing, IT, or product teams to resolve issues that require input from other parts of the company
• On-site coordination and delivery of Awards activities which supplement the overall customer experienc