Support executive

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.