Customer Care Executive

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Department:

Commercial

Location:

London

Description

Why LBR?

An amazing market position, enviable growth, collaboration, and wonderful people are just some of the reasons to further your career with Law Business Research. Our culture is shaped by our core values that promote equality, agility, and respect in everything we do.

Law Business Research has been selected as a winner for the 2024 Inspiring Workplaces Awards. We’re proud of our inclusive and inspiring culture here at LBR and we remain committed to creating a positive workplace for all our employees.

We are happy to share that we have partnered with Business Disability Forum to help us on our journey to becoming a more inclusive employer and achieving Level 2 Disability Confident Accreditation.

We also take our place in this world very seriously and engage in a wide variety of charitable and community-based initiatives. We work extensively with Swawou School in Sierra Leone, which we established to provide education for 120 girls, and we underwrite the school’s costs on an ongoing basis.

We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, or disability.

Key Responsibilities

You will be responsible for ensuring that clients receive the highest level of service and support, and identifying and delivering opportunities to drive efficiency of the Customer Care team.

Key Accountabilities

• Product expertise: Understanding the systems that underpin our products to respond quickly to customer and team queries. Understanding how our customers use the products to respond accurately.

• Relationship building: Developing strong relationships with existing clients and key contacts, sharing intelligence with internal stakeholders, and collaborating with offshore counterparts.

• Product fulfilment: Accurately completing the fulfillment of new customers in relevant systems and updating records.

• Knowledge: Documenting regular processes and answers for the Knowledge Base.

• Health and targeting: Contributing to usage and health reports.

• Activity: Achieving customer touchpoints and SLAs timely; managing inbound client queries.

• Offshore collaboration: Interacting with offshore teams to ensure timely task completion.

• CRM & Service Cloud: Updating CRM data, using Service Cloud confidently, and managing support queues.

Skills, Knowledge, and Expertise

• Effective communication skills across phone, email, and in-person interactions.
• Ability to work independently and in teams.
• Active learner with excellent attention to detail.
• Highly organized and adaptable.
• Problem-solving skills.

Benefits

Our people are our most valuable asset. We offer a wide range of benefits, including:

• Start of employment: Eye care, Employee Assistance Programme, a day off for your birthday.

• After 3 months: Pension (4% employer and employee contributions).

• After 4 months: Life assurance.

• After probation: Cycle to work scheme, season ticket loan, wellbeing allowance, gym access, perks platform.

• After 1 year: Private healthcare.

• Additional perks: Company socials, Employee Affinity Networks, mentoring, volunteering, mortgage advice, flexible working, parental leave.

We are committed to inclusivity and accessibility. Please let us know if you require any reasonable adjustments during our application process.

Additional Information

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industry: Information Services

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