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Support Executive

Overall purpose:

  • 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

  • Accurately process applications, orders, renewals, payments, debt collection and resignation applications to agreed service levels.
  • Ensure fantastic quality personal and team service to anyone contacting us.
  • Take ownership of each task until completed or handed over.

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.
  • Be the voice of the member and champion their requirements in cross-functional and internal insight activities in order to drive continuous development for the members.
  • Act as the company champion in your allocated area of the member journey to ensure the company is aware of opportunities to develop member-facing content, solutions and services using your great knowledge of our members.
  • 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.
  • Ensure a high level of data accuracy for account information by updating member details whenever they contact us.
  • Follow the guidelines on ticketing and communciations 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.

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 and act to protect the GS1 number range for both the UK and international offices.
  • Promote GS1 UK membership and supporting service subscription driving retention of potential leavers through member education and investigation of the use of our standards and services.

Other

  • To achieve predefined performance targets and to contribute towards achieving agreed service levels.
  • To carry out other duties as agreed with your line manager

Person specification:

Background and experience:

  • Solid experience of working in a member/customer/account management environment
  • Experience of providing fantastic, and challenging poor, 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 close-knit 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
  • Tuned-in - Ability to empathise with member needs and provide structured support
  • Exceptional verbal and written communication skills (English)
  • A natural leader with the drive to develop others
  • Ability to form successful relationships with key stakeholders
  • Enthusiasm and high motivation built in as standard
  • Bold - 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
  • Open - Desire to improve – self, role and business
Apply here

Please note: We are sorry but we can only respond to successful applicants. We appreciate your interest in working with us at GS1 UK.