Customer Services Executive

Location: Letchmore Heath, Hertfordshire

Contract Type: Permanent

Closing Date: 26 November 2020

Salary: Competitive salary + excellent benefits

Customer Services Executive

purpose of the job

To support IGD’s members and online customers by providing excellent customer service and maintaining accurate customer records. Responsibilities are focused on administration relating to online services, membership, responding to telephone enquiries, assisting queries submitted via the AskIGD service and maintaining data on the CRM database.

 

Responsibilities also include identifying commercial leads, handling and resolving customer complaints, assist in membership enquiries, collaborating with wider teams to drive usage of online services and providing excellent after-care to all customers. Act as a customer service champion within IGD.

 

areas of accountability

Membership services administration     

     

  • Assist with AskIGD queries and respond within 24 hours
  • Establish and maintain online subscriptions on CRM
  • Subscription management – setting up new users, issuing welcome packs, newsletters administration
  • Assist with & respond to member queries, new members by phone and email
  • Maintain accurate records of IGD members through CRM, the web site and archive files
  • Log queries on CRM

  

 

Membership Renewal

  • Co-ordinate the administration of membership renewals to deliver the income to budget, includes:
  • Creating and issue of renewal paperwork
  • Process renewal payment and sales orders
  • Deal with customer queries related to calculation of fee and membership benefits
  • Implement chase process
  • Report progress weekly to internal stakeholders
  • Support sales team with renewals

   

         

     

 Sales & Membership support

  • Process sales orders daily and related administration
  • Support account management team e.g. usage reports, account information, maximise member engagement
  • Provide usage statistics and analytics as required
  • Regular flow of member information e.g. report sales daily, issue regular online services expiry date reminders

 

 

other responsibilities

  • Become totally proficient in the use of CRM for all areas, to become one of the super users within IGD
  • Ensure insights are shared within the business to drive continuous improvement and customer satisfaction
  • Maintain own knowledge and awareness of IGD products and services by attending team meetings, lunch and learn sessions and IGD events as appropriate
  • Other duties may be required by the organisation from time to time and the job holder will be expected to contribute to these

          

        

 

knowledge/skills/qualifications required

Essential     

  • Articulate, excellent communication skills in particular spoken and written English
  • High attention to detail, strong numeracy skills, accuracy
  • Excellent telephone manner, strong listening skills
  • Passion for customer care. A strong customer service ethic both internally and externally; putting customers first and willing to always go the extra mile
  • Good team player with strong initiative and foresight, questioning mind and willing to learn
  • Good multi-tasker, can tackle a number of diverse tasks and prioritise work accordingly 

      

  

 Desirable

  • Educated to degree level
  • Experience of database systems
  • Office experience or similar

 

 

Apply now