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Support executive

Reports to:

Support team manager

Direct reports:

None

Job purpose: 

Acting as the first point of contact for our members, you will play a key role in enhancing the member experience and maintaining the high standards of GS1 UK by providing exceptional service and support
 

Key responsibilities:

General
  • Respond to member enquiries via phone, email, web and live chat in a timely manner
  • Provide clear and accurate support on GS1 standards, products and services to both active and prospective members
  • Promote GS1 UK membership and the retention of potential leavers by highlighting recommended applications of our standards
  • Drive education and knowledge of our standards by delivering online webinars where necessary
  • Ensuring all data protection legislation and company policies are adhered to, maintain an accurate and up-to-date record of our member base by following agreed member support systems and processes
Technical 
  • Develop and maintain a thorough and up-to-date understanding of GS1 standards, products and services
  • Provide clear and accurate support on GS1 standards, products and services to both active and prospective members 
  • Follow the internal escalation process where a query requires more complex, technical support
  • Review and validate barcodes to fulfil the Barcode Review service
Voice of the customer
  • Develop a solid understanding of our members’ businesses, processes and the application, and benefits, of our solutions
  • Act as a voice of the member, championing their needs and priorities to the wider business
  • Record and share insights provided through member interactions to continually improve our member experience
  • Support internal projects with member knowledge, outbound calling and inbound response handling when required
  • Attend member-facing company events to support our members and promote the benefits of GS1 UK standards
Other
  • Meet agreed performance targets and contribute to the achievement of team key performance indicators and service level agreements 
  • To carry out other reasonable duties as agreed with your line manager
     
Person Specification:
  • A minimum of one year in a customer service role or related field
  • A commitment to understanding member needs and delivering exceptional customer service to all those who contact GS1 UK
  • Excellent communication skills, with the ability to articulate complex information clearly and concisely, both in writing and verbally
  • A positive outlook and can-do attitude
  • Demonstrate a high level of empathy throughout interactions with members
  • Strong analytical abilities to troubleshoot and resolve customer issues effectively
  • A team player who can work collaboratively with colleagues to enhance member satisfaction
  • Ability to prioritise tasks, manage time, and maintain a high level of organisation to ensure all member enquiries are addressed in a timely manner
  • Reliable and punctual with a strong work ethic
  • Proficiency in basic computer applications (Microsoft Office, email etc)