Customer Service Lead

Role Summary

This part-time role sits at the heart of our racing programmes — helping new drivers get onto the grid and ensuring events run smoothly from a customer perspective. It is ideal for someone looking to gain hands-on experience in motorsport while working in a dynamic, high-energy environment.

You will engage directly with customers who have expressed interest in joining the league, guiding them through the sign-up process and converting enquiries into confirmed bookings. During events, you will be on the ground as a key customer liaison, ensuring participants are informed, prepared, and supported throughout the race day.

The role combines relationship-building, consultative sales, operational coordination, and frontline event support. It is particularly suited to individuals seeking part-time work within the motorsport industry who are motivated, reliable, and comfortable working weekends as part of a race calendar.

Key Responsibilities:

Customer Engagement & Programme Growth

• Manage incoming enquiries from customers and prospective drivers via phone, email, CRM, and social channels
• Build strong relationships and guide customers through the journey from initial interest to race-day participation
• Provide clear, confident information about programmes, safety standards, schedules, and progression pathways
• Handle questions and objections professionally to support confident decision-making
• Follow up on warm leads to maximise conversion into confirmed bookings

Event Delivery & Driver Experience

• Act as a primary point of contact for drivers and customers during events
• Manage driver weigh-in processes and ensure accurate recording of participant details
• Communicate schedule updates, race information, and logistical changes clearly
• Capture customer feedback to support continuous improvement
• Identify opportunities to promote and secure bookings for future events

Community & Operational Support

• Support local social media activity in collaboration with the global team
• Represent FAT Karting League as a professional and approachable ambassador
• Maintain accurate customer records within company systems
• Contribute ideas to improve processes, efficiency, and the overall customer experience

Travel to event locations will be required in line with the race calendar and operational needs. Weekend working is an essential part of this role.

Qualifications and Experience:

• Experience in a customer-facing role
• Strong communication skills with the confidence to engage professionally with customers and drivers
• Comfortable managing enquiries across phone, email, and digital platforms
• Ability to organise and prioritise tasks in a fast-moving environment
• High attention to detail and accuracy
• Calm, professional approach under pressure
• Positive attitude and strong work ethic

Desirable:

• Interest in motorsport or competitive sport
• Experience in events, sports organisations, or customer-focused environments
• Experience using CRM systems (e.g. HubSpot)
• Experience managing online or social media enquiries

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.