Customer Service Executive

Summary

Are you ready to play a part in delivering Climate Week NYC, one of the world’s leading climate events held annually in New York? We’re seeking a Customer Service Executive to join our London events team, supporting the delegate experience for Climate Week NYC, as well as other high-profile events across our international portfolio. This is a great opportunity for someone who enjoys working in a team, solving problems and contributing to the seamless delivery of globally significant climate events.

About the role

The role will report into the Delegate Marketing Manager and support with our inbound enquiries for our events. The Customer Service Executive will be responsible for providing exceptional customer support and service to our international delegates. Their primary job will involve handling inbound customer inquiries, resolving problems, supporting delegates to register for our events and maintaining customer records in HubSpot and Cvent.

The role will also involve supporting with managing our delegate data. This includes reporting on delegate numbers and sourcing new email addresses for undeliverable contacts. If required, they will proactively phone our high-profile delegates to help resolve any problems they’re facing with the registration process.

This role will also support the delivery of a seamless paid delegate experience. This includes guiding delegates through payment steps, resolving transaction issues, and providing timely, professional support that maintains high satisfaction and protects revenue.

Key responsibilities will include:

• Respond to delegate enquiries via email, providing clear and timely information about Climate Week NYC events and opportunities.
• Support delegates with payment-related queries, including invoices, receipts, discounts, failed transactions, refunds, substitutions, and ticket transfers.
• Maintain accurate and up‑to‑date registration and payment records in HubSpot and Cvent.
• Coordinate with the Finance team to resolve payment discrepancies and support reconciliation.
• Manage registration applications, import invitation lists, and update agendas across platforms.
• Deliver elevated service to paid and VIP delegates, ensuring an excellent end‑to‑end experience.
• Collaborate with internal teams to identify new contacts, improve processes, and enhance the overall delegate experience.
• Monitor customer trends, escalate complex issues appropriately, and ensure adherence to GDPR guidelines.

As a mission-driven organisation, we may ask colleagues to take on temporary assignments or secondments in a different team to support organisational priorities. We see these as opportunities for development and internal mobility, managed transparently and with appropriate support.

You’ll work in a highly collaborative, international environment, where a diversity of perspectives and experiences is valued and encouraged.

About you

A successful candidate will have excellent written and verbal communication skills with the ability to empathise with customers and handle challenging situations with diplomacy and tact. They will demonstrate strong organisational and problem-solving abilities, be confident using technology and software systems, and be comfortable working independently or as part of a team.

We value strengths and a passion for learning – if you meet most of the criteria below, we encourage you to apply.

Essential

• Excellent written and verbal communication skills
• Strong self-organisation skills, ability to multi-task and adhere to deadlines.
• Previous role in responding to inbound email enquiries to a C-Suite or senior-level stakeholder audience and comfortable speaking with delegates via phone to resolve issues efficiently.
• Highly empathetic, positive, and confident in problem-solving to support delegates effectively.
• Good attention to detail.
• Confidence handling financial or payment‑related enquiries.
• Strong ability to communicate policies clearly and diplomatically.
• Experience maintaining accurate data where financial implications exist.
• Proficiency in Microsoft Office and familiarity with platforms such as Cvent and Hubspot.

Desirable

• Previous experience working at an NGO.
• Experience working in an international organisation.
• Experience supporting paid events or customer service within a ticketed environment.
• Familiarity with payment platforms, invoicing workflows and billing processes.

About Climate Group

Climate Group drives climate action. Fast. Our goal is a world of net zero carbon emissions by 2050, with greater prosperity for all.

We focus on systems with the highest emissions and where our networks have the greatest opportunity to drive change. We do this by building large and influential networks and holding organisations accountable, turning their commitments into action.

We share what we achieve together to show more organisations what they could do. We are an international non-profit organisation, founded in 2004, with offices in London, Amsterdam, Beijing, New Delhi and New York.

Climate Group is an international organisation, and we want to reflect that in our staff. People who work for us, and people who apply, need to feel heard, safe, and included. That is why we are committed to equity, diversity and inclusion throughout our application process and in our offices. We encourage applications from people of all ages, gender identities, sexual orientations, abilities, and ethnicities, as we value a wide range of experiences and perspectives.

Where you’ll work

Based in our London office, near the iconic Tower Bridge, you’ll enjoy a flexible hybrid working arrangement of five days in the office over the fortnight.

Our office is designed to support both collaborative work and focused individual time. It includes accessible facilities, a well-equipped gym, secure bike storage, and showers. Plus, we’re easy to reach by bike and public transport.

The role will require occasional international travel.

What we offer

At Climate Group, our people are at the heart of what we do. You’ll join a global community of bold, ambitious doers committed to driving climate action fast.

This is a 6-month fixed-term role. The salary offered is £27,000 to £28,500, per annum, based on experience.

Many of our people work flexibly in different ways, including part-time. Please talk to us at interview about your preferred ways of working and if it works for the role and the team, we’ll do our best to accommodate.

To enable sustainable high performance in support of our mission, while prioritising the health and wellbeing of our people, we offer a 9-day fortnight. This is a way of working that encourages smarter planning and effective prioritisation, where each fortnight includes either a scheduled non-working day or a bank holiday. It is a flexible, non-contractual benefit that may adapt around business needs and periods of higher workload.

Beyond working alongside friendly, motivated colleagues who will support and challenge you, we offer a fantastic benefits package:

• Generous holiday allowance: 25 days annually, plus public holidays and 3 extra days for our Christmas to New Year closure
• 10% employer pension contribution: Non-contributory scheme available after three months’ service
• Long-service reward: An additional day’s holiday after three and six years with us
• Flexible and hybrid working: Supporting your work-life balance
• Comprehensive health benefits: Cash plan and private medical insurance after completing probation
• Family-first policies: Enhanced maternity, paternity, and adoption leave, plus support for fertility treatments
• Wellbeing perks: Monthly wellbeing allowance and Headspace membership
• Additional leave options: Paid leave for volunteering, moving house, and getting married
• Peace of mind: Life assurance from your first day
• Cycling support: E-bike and bike loan scheme up to £1,000
• Travel made easier: Season ticket and e-bike membership loan scheme
• Investing in you: Learning and development opportunities to help you thrive in a global, purpose-driven organisation

Apply now

Ready to make an impact? Apply now with your CV and a one-page cover letter that highlights how your experience and values align with our mission.

If you need further information, would like the job advert in an accessible format, or require additional support at any stage of the recruitment process, please reach out to Rachael Aldridge, Delegate Marketing Manager, at RAldridge@climategroup.org.

The closing date for applications is midnight GMT on 22nd March 2026. We’ll be holding interviews on a rolling basis, so we encourage early applications.

To be eligible for this position, you must already have the right to work in the UK. Climate Group is unable to sponsor work visas or cover any related costs, including cases where candidates are willing to cover the costs themselves.

We will not be working with recruitment agencies for this role.