Participant Services Assistant

ROLE PURPOSE:

As part of the Participant Services Team, the Participant Services Assistant will support the delivery of high-quality, efficient and customer focussed services by the BHA to racing’s participants through the processing of applications for licences, permits & registrations.

PRINCIPAL RESPONSIBILITIES:

• To autonomously consider applications for licences, permits and registrations together with carrying out all required Participant Services’ checks. This will include ensuring all mandatory information has been provided, before providing applicants with personalised advice and guidance ensuring a positive customer experience.

• To respond to participant queries, including independently managing open-ended and often urgent problems and issues relating to applications and existing licenses by finding appropriate and efficient solutions and resolutions in line with BHA policy and rules.

• Without the need to defer to more senior management, take on final decision-making responsibility for issuing licences, approving registrations and, when considered necessary, referring applications to the Integrity & Regulation department for investigation and assessment.

• To safeguard the integrity and reputation of racing by working closely with the Integrity & Regulation department and ensuring they are made aware of any potential areas or persons of concern.

• To liaise with other BHA departments wherever necessary to ensure any applications received comply with any conditions and/or restrictions of licence, permit or registration.

• To liaise with Integrity & Regulation Department concerning inspections of trainer’s yards and other licensing related enquiries/investigations.

• To deliver Licensing requirements to stakeholders and participants via presentations and lectures. 

• To support the Head of Participant Services, and where required the Integrity & Regulation Department, in maintaining and producing relevant statistics and figures related to licensed, permitted and registered personnel.

• To support the work of the Participant Services Executive – Licensing Lead and Racing Digital to upgrade the licensing and registration processes to drive efficiency and promote positive participant interactions.

• Any other duties as required by the Participant Services Manager. As the needs of the business change, this role will change accordingly, therefore this document should be viewed as guidelines which are subject to change.

PERSON SPECIFICATION COMPETENCIES

• Ability to be objective, decisive and well organised with a capacity for the initiative to deal with various issues that arise.

• Ability to deliver high quality, proactive, participant support.

• Ability to identify, empathise and respond to the needs of stakeholders to help build relationships while meeting the BHA’s Licensing objectives.

• Ability to display a high level of discretion and diplomacy, even under pressure.

• Ability to work with minimum supervision.

• High level of computer literacy, proficient working in the Office 365 environment and a desire to use technology as a driving tool for efficiency.

PERSONAL QUALITIES

• A passion for, and proven record of, delivering an exceptional customer experience.

• A desire to actively engage with stakeholders to solve problems and improve their experience.

• An interest in and knowledge of horseracing that enables effective and credible dealings with stakeholders and staff.

• Excellent and proactive communicator, both written and oral, coupled with an excellent attention to detail.

• Good organisational skills with a proven ability to multi-task and prioritise delivering results to tight deadlines.

• Confident, assertive and actively seeking feedback to develop themselves.

• Excellent inter-personal and team working skills.

• A desire to be part of business and industry improvement.

• Demonstrable ability to use initiative and be proactive and flexible.

• Discreet and will maintain confidence