Reports to:
Support team manager
Direct reports:
None
Accountabilities
- To provide friendly, educated and empathetic support to all those contacting GS1 UK and constantly seek to improve the member experience we give
- To ensure that through effective communication, you provide a high level of support to the wider GS1 UK team, highlighting member requirements and assisting the business to meet and exceed them
Key responsibilities:
Membership Administration
- Ensure fantastic quality personal and team service to anyone contacting us
- Take ownership of each task until completed or handed over
- Accurately process applications, orders, renewals, membership payments and resignation applications to agreed service levels
Technical assistance
- Develop and maintain a thorough understanding of GS1 standards, products and services, keeping up to date with any changes
- Provide accurate, understandable, support on GS1 standards, products and services to customers
- Accept the limits of your knowledge and pass customers over to other staff where necessary
Voice of the customer
- Develop a deep understanding of our members’ businesses, processes and use of our solutions
- Act as a voice of the member, championing their needs and priorities to the wider business
- Recording and sharing any insight provided by member interactions to improve customer service, systems and tools, and highlight any opportunities to provide further support
- Support internal projects with member knowledge, outbound calling and inbound response handling when required • Provide accurate insight and statistics for inclusion in reports, and/or produce reports that improve company awareness of current events and opportunities
CRM management
- Develop and maintain a detailed understanding of the CRM system and the company’s website particularly the members’ on-line section
- Ensure a high level of data accuracy for account information by updating member details whenever they contact us
- Follow the guidelines on ticketing and communications logging to create accurate logs of customer contact onto the CRM system ensuring information is of a high professional quality, which can be used by the business
- Ensure that all customer data is handled in accordance with the Data Protection legislation and company policies
Promotion of GS1 standards/services
- Through understanding member requirements, identify opportunities for members to adopt the use of our identifiers, services and solutions on their journey with us
- Where our services may further assist members, provide leads to internal teams for qualification
Integrity of GS1 standards
- Investigate and report all ‘illegal’ use of GS1 standards identified
- Promote GS1 UK membership and the retention of potential leavers through member education and investigation of the use of our standards
- To achieve predefined performance targets and to contribute towards achieving the service level targets of the support team.
- To carry out other duties as agreed with your line manager.
Person specification
Background and experience
- A proven track record of working in a member/customer/account management environment
- Experience of providing fantastic customer service
- Exceptionally good relationship building experience
- A history of using communication and questioning skills
- Excellent computer skills and competence in Microsoft Word, Excel and Outlook
- Experience of being a team player with the ability to support a wider team
Desirable
A basic understanding of GS1 standards would be an advantage
Personal strengths and style
- A passionate champion of providing excellent customer service
- Ability to empathise with member needs and provide structured support
- Exceptional verbal and written communication skills (English)
- Ability to form successful relationships with key stakeholders
- Enthusiasm and high motivation built in as standard
- A team player who is proud to be accountable for their own actions
- Flexible approach to working – with strong initiative and ability to multi-task
- Excellent time management and organisational skills
- Desire to improve – self, role and business
- Believes in excellence, always strives to deliver beyond expectations;
- Is professional, ethical and honest;
- Collaborative - Builds successful long-standing partnerships through open communications
To apply for the position, please send your CV through to the GS1 UK HR team using the link provided below.