Sales and Support Co-Ordinator

Smedley Group

About The Position

FAT Karting League (FKL) is a global arrive-and-drive electric karting league for drivers aged 5–17, founded by former Ferrari F1 engineer Rob Smedley. FKL is building a new generation of motorsport that puts talent, development, and competition first. As a growing organization, FKL is expanding into other areas of motorsport and creating opportunities for individuals who want to grow with the business and develop their careers. They are looking for driven individuals who thrive in fast-paced, energetic settings, take pride in high standards, and are motivated by responsibility, progression, and being part of a forward-moving entity. With regions across the UK, US, and Germany, FKL is growing quickly and building a brand at the intersection of motorsport, technology, competition, and youth development. The company combines a commercial focus with high standards, ownership, and a clear drive for performance. The environment is dynamic, hands-on, and designed for individuals who are eager to grow, take responsibility, and help shape a business that is still evolving. They seek individuals motivated by progress, comfortable in a fast-moving, evolving environment, and ready to play a meaningful role in a group that values initiative, teamwork, and continuous improvement. This role is for a Sales & Support Co-ordinator to help ensure the smooth operation of the sales and customer support team. The position involves managing the customer inbox, ensuring the sales team meets daily targets, supporting the team with inquiries, and facilitating the quick resolution of customer issues. Additionally, the role provides customer-facing insights for commercial decisions, helping the wider business understand the impact of changes on customers and the best communication strategies.

Requirements

Strong organisation and attention to detail
Excellent written and verbal communication skills
Confident working with and supporting a team
Comfortable monitoring targets and holding people accountable
A proactive approach to solving problems
Ability to manage multiple enquiries and priorities
Good judgement when deciding when to resolve an issue yourself and when to escalate it
Comfortable using CRM, sales and customer support systems
Previous experience in sales, customer support, sales administration or a similar role is desirable

Responsibilities

Manage and stay on top of the customer support inbox, working towards a 24-hour response SLA
Help to respond to edge case customer enquiries and resolve issues where possible
Monitor outstanding enquiries and follow-ups to make sure nothing is missed
Identify recurring customer questions or issues and feed these back to the wider team
Monitor the sales team's daily calling activity and help ensure calling targets are being achieved
Keep track of team performance and flag any issues or gaps
Be on hand to answer sales and customer support questions from the team
Help the team follow the correct processes and use our systems effectively
Support the team with more complex customer or sales queries
Monitor calls to make sure the right messaging is being shared, giving guidance and feedback where their sales technique could be improved
Provide customer-facing input into commercial decisions, helping the business understand how changes may affect customers
Share customer feedback, trends and common concerns with the wider commercial team
Help manage 1-to-1 customer communications when there are changes to products, events, pricing, processes or other customer-facing areas
Identify potential customer issues before they become wider problems
Help train and onboard new starters, ensuring they understand our systems, processes and customer journey
Support new team members as they settle into the role
Help maintain and improve sales and customer support processes
Keep internal guidance and documentation up to date
Identify customer or sales issues that require additional support
Escalate edge cases to the relevant people across the business
Follow up on escalated issues to make sure they are resolved and the customer receives a response
Communicate relevant issues and trends back to the wider team