Sales and Support Co-ordinator

FAT Karting League is a global arrive-and-drive electric karting league for drivers aged 517. Founded by former Ferrari F1 engineer Rob Smedley were building a new generation of motorsport that puts talent development and competition first.

As a growing organisation were building more than just a karting league. With plans to expand into other areas of motorsport were creating opportunities for people who want to grow with the business and develop their careers as we scale. Were looking for driven individuals who thrive in fast-paced energetic settings take pride in high standards and are motivated by responsibility progression and being part of something thats moving forward.

With regions across the UK US and Germany were growing quickly and building a brand that sits at the intersection of motorsport technology competition and youth development.

We combine commercial focus with high standards ownership and a clear drive for performance. Our environment is dynamic hands-on and built for people who are hungry to grow take responsibility and help shape a business thats still being written.

Were looking for individuals who are motivated by progress comfortable in a fast-moving evolving environment and ready to play a meaningful role in a group that values initiative teamwork and continuous improvement.

Were looking for a Sales & Support Co-ordinator to help keep our sales and customer support team running smoothly.

Youll be responsible for managing the customer inbox keeping the sales team on track with their daily targets supporting the team with questions and helping make sure customer issues are resolved quickly.

Youll also provide customer-facing insight into commercial decisions helping the wider business understand how changes will impact customers and how best to communicate them.

• Manage and stay on top of the customer support inbox working towards a 24-hour response SLA

• Help to respond to edge case customer enquiries and resolve issues where possible

• Monitor outstanding enquiries and follow-ups to make sure nothing is missed

• Identify recurring customer questions or issues and feed these back to the wider team

• Monitor the sales teams daily calling activity and help ensure calling targets are being achieved

• Keep track of team performance and flag any issues or gaps

• Be on hand to answer sales and customer support questions from the team

• Help the team follow the correct processes and use our systems effectively

• Support the team with more complex customer or sales queries

• Monitor calls to make sure the right messaging is being shared giving guidance and feedback where their sales technique could be improved

• Provide customer-facing input into commercial decisions helping the business understand how changes may affect customers

• Share customer feedback trends and common concerns with the wider commercial team

• Help manage 1-to-1 customer communications when there are changes to products events pricing processes or other customer-facing areas

• Identify potential customer issues before they become wider problems

• Help train and onboard new starters ensuring they understand our systems processes and customer journey

• Support new team members as they settle into the role

• Help maintain and improve sales and customer support processes

• Keep internal guidance and documentation up to date

• Identify customer or sales issues that require additional support

• Escalate edge cases to the relevant people across the business

• Follow up on escalated issues to make sure they are resolved and the customer receives a response

• Communicate relevant issues and trends back to the wider team

• Strong organisation and attention to detail

• Excellent written and verbal communication skills

• Confident working with and supporting a team

• Comfortable monitoring targets and holding people accountable

• A proactive approach to solving problems

• Ability to manage multiple enquiries and priorities

• Good judgement when deciding when to resolve an issue yourself and when to escalate it

• Comfortable using CRM sales and customer support systems

• Previous experience in sales customer support sales administration or a similar role is desirable

Youll be organised proactive and confident. Youll enjoy being the person the team can come to when they need help while also making sure customers receive a quick and helpful response.

Youll be comfortable keeping an eye on the detail spotting when something needs attention and taking ownership to get it sorted.

FAT Karting League is committed to attracting recruiting and retaining the most talented individuals regardless of age disability gender identity gender expression gender reassignment marital or civil partnership status pregnancy or maternity race religion belief sex or sexual orientation. We strive to be a team that supports diversity in the workplace and promotes an inclusive culture in which all team members are respected empowered and valued.