Awards Customer Service Executive FTC

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We’re combining prestigious brands like Cannes Lions, Black Hat, Money
20/20 and London Tech Week with cutting‑edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

Our festival‑led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals.

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor's Best Places to Work 2025 UK list.

This role will be based in our 5HP, London Victoria office.

As the Awards Customer Service Executive, you will be the first touchpoint for queries from entrants into the Money
20/20 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.

• 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 Money
  20/20 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.

If you don't meet every single requirement, we'd still encourage you to apply. At Money
20/20, 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.

This list is not exhaustive and there may be other activities you are required to deliver.

• 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.
• Excellent written English
  .

• Great community
  : a welcoming culture with in‑person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
• Broader impact
  : take up to four days per year to volunteer, with charity match funding available too.
• Career opportunity
  : the opportunity to develop your career with bespoke training and learning, mentoring platforms and on‑demand access to thousands…