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)