Customer Support Specialist (13th January - 31st August 2025)

Hey! We’re the LTA and we’re pleased to meet you! 👋

The LTA's vision is ‘Tennis Opened Up’, and our mission is to transform communities through tennis, focusing on three areas – making tennis welcoming, enjoyable and inspiring to everyone.

The Role

The LTA Customer Support team is an integral part of our business, playing a crucial role in supporting a wide range of tennis customers and colleagues by delivering high quality customer-centric support.

As a team Specialist you will support and deliver new ways of working to achieve significant change through efficient and effective customer support solutions both internally and externally.

Working in partnership across the business and particularly with the rest of the Tennis Development Directorate, the LTA Customer Support Team is responsible for finding fast, effective, and helpful solutions whilst providing a fantastic customer experience that represents our Values.

This a fixed term contract from 13th January 2025 until 31st August 2025.

Please note, the application window for this role closes on Sunday 5th January 2025.

Interviews will take place in-person at the National Tennis Centre on Thursday 9th and Friday 10th January 2025.

Key Accountabilities

Quality and Continuous Improvement

• Work with the rest of the business to ensure that we provide a high-quality customer experience through comprehensive self-service journeys for the customer wherever possible, and rapid, high quality, resolutions of issues where it is not.

• Using Salesforce and other tools to work seamlessly across the Tennis Development Directorate and the wider business to help make systems as efficient as possible. Always seeking to improve the way in which we do things.

• Play an active role in improving the collection and understanding of information and data in relation to our customers and the team’s performance.

• Work effectively within a dynamic team to ensure a high quality of customer enquiry handling is achieved, including coaching team members as required.

Service Delivery

• Be a champion within the team for ensuring we collectively work in a customer-centric way to achieve individual and collective team service levels and key performance indicators.

• Provide a great customer experience and be an ambassador of our LTA brand, vision, and mission to others, helping us to achieve Tennis Opened Up by positively promoting our service in a truly inclusive and diverse way.

• Work with the Customer Support Manager as required, to provide effective support to teams across the LTA in building and delivering new customer-centric business processes.

Personal Responsibility and Development

• Develop and maintain a deep understanding of our LTA programmes and initiatives to effectively troubleshoot and problem solve issues affecting customer experience.

• Build and maintain a solid understanding of internal systems and processes to enable effective handling of customer enquiries, while identifying any areas where more efficient options may exist for resolving them.

• Have, and maintain, a broad understanding of the LTA website, our digital resources and where information can be found to support customer queries and enable them to resolve enquiries themselves wherever possible.

• Lead yourself and other team members as required in both personal career development and enhancing the skills required to be effective in the role.

Our Benefits

• 25 days annual leave

• Pension

• Life assurance

• Reimbursement of eye tests

• Long service awards, plus monthly and annual colleague awards

• Private Medical & Health Insurance

• Free onsite gym & use of the Tennis & Padel courts

• Cycle to Work Scheme

• Enhanced maternity, paternity, adoption, and shared parental leave

• Free mental health first aider support

• Colleague ticket offerings for Major Events and The Championships, Wimbledon

• Annual Bonus Scheme

• Free parking & bike racks

• Retail discounts from our partner brands

• Training & Development

• Summer and Christmas parties

• Free tea and coffee provided daily

• Electrical vehicle charging points

• Staff lockers

• 30% discounts in our café at the National Tennis Centre

Our Culture

The LTA, through its vision ‘Tennis Opened Up’, is committed to creating a diverse environment where all colleagues feel included and a strong sense of belonging. We are proud to actively invite applications from all candidates who meet the essential criteria and can work in the UK. We commit that everyone will receive equal consideration for employment irrespective of your ethnicity, religion, sex, gender reassignment, sexual orientation, age, any disability, marital or civil partnership status, and pregnancy or maternity status.

We particularly welcome applications from:

• People from ethnically diverse communities

• Deaf and disabled people

• Members of the LGBTQ+ community

• People with lived experience of the UK's many and varied communities

The LTA Tennis Foundation is a new tennis charity that partners with brilliant people and organisations to improve lives through tennis. It shares the LTA’s vision of ‘Tennis Opened Up’, and it wants to use our sport to make a real difference to people across the whole country. All LTA colleagues have the chance to get involved with the LTA TF, with some directly involved in delivering and leading its work.

To truly deliver our vision of 'Tennis Opened Up', we believe it is critical that the LTA plays our part in contributing to a healthier and more sustainable society. We want to grow tennis in Britain, but do so in a responsible way, protecting and supporting the environment and working with everyone in the sport to tackle our climate impacts. We are committed to ensuring a lasting future for tennis in Britain, and our Environmental Sustainability Plan sets out how we will do this.