Customer Operations Executive

Business Unit: Commercial

Location: Chester - Head Office

Contract Type: Permanent/Full Time

Customer Operations Executive

About GBG

We live in an increasingly virtual world. The data we share every day reflects our identities. And this data offers a massive opportunity for businesses that understand it. But it’s a balancing act; identity is a deeply personal matter. As a result, companies need to treat their customers as individuals not just business opportunities. That’s where we, at GBG, come in. We believe everyone should be able to conduct business safely and efficiently, everywhere. And we do that by using identity intelligently.

At GBG, we're building a culture of engagement built on being clear on the desired outcomes, and then giving people the support and flexibility to deliver. We have ambitious aspirations though, so there's also accountability, but this comes with recognition for results. We're entering new markets and territories, and growing fast. To help us achieve this we ensure every employee, irrespective of their role or location, is clear on our plans and then provide absolute transparency for how we're tracking against it. We do this via our VOS2020 (Vision, Objectives, Strategies) which is broken down to departmental and even team member level, and guides us towards 2020. This provides exciting opportunities for growth, personally and professionally.

The team

The Customer Operations team are responsible for delivering a responsive, compliant order process, aligning sales, finance and legal activities in relation to the customer order and the fulfilment of GBG products to customers.

The role

Reporting to the Customer Operations Team Leader, the Customer Operations Executive is responsible for the Order Processing and delivery of Services to our customers. Providing a compliant set-up and configuration of new and existing customer accounts. Supporting numerus product ranges that provide services for Employee Screening, Fraud, Risk & Compliance, and Customer & Location Intelligence is a huge part of this role.

What you will do

  • Work closely with Sales & the Order Fulfilment Team to ensure customer orders are processed in a compliant and timely manner. This includes processing orders using a CRM & Docusign System to generate and send contractual documents
  • Enable billing and support of the set-up on the relevant platforms/services to ensure that customers have a seamless experience from order through to fulfilment
  • Understand and be aware of any compliance regulations that effects the services provided and engage with others to maintain compliance
  • Ensure smooth processes and handovers between departments and silos and work closely with Product, Legal and Finance teams in particular, to ensure the GBG customer operations model delivers against Customer Appropriate Experiences
  • Flexible in your approach to learning new products and processes to support the Customer Operations global framework strategy
  • Maintain strong relationships with sales teams representing the products that fall into the framework. Working closely to align goals for the benefit of the customer
  • Provide accurate product and service set up of customer accounts including product configuration, branding, and integration and compliance validation
  • Responding to customer queries in a timely and professional manner

To be successful, we're looking for 

Skills:

  • Strong customer service or sales support background is essential, ideally in a large organization structure and supporting multiple products/services
  • Proven track record in delivery timely and accurate services to customers and working within a team environment
  • Understanding of Microsoft Dynamics CRM or similar database used in sales order architecture
  • Complex system & product data entry where attention to detail is critical and general administrative experience

What’s in it for you?

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference and everyone has something to contribute.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact laurie.higdon@gbgplc.com. We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

Apply now