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- Tasks: Help customers with queries via email, phone, and chat while providing top-notch service.
- Company: GBG Plc is dedicated to ensuring safe digital access for everyone through innovative technology.
- Benefits: Enjoy a diverse workplace, flexible hours, and opportunities for personal growth.
- Why this job: Join a mission-driven team focused on making a positive impact in the digital world.
- Qualifications: Previous customer support experience or IT qualification with strong communication skills required.
- Other info: On-call support may be needed during evenings and weekends.
The predicted salary is between 28800 - 43200 ÂŁ per year.
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Join to apply for the Customer Success Advocate role at GBG Plc
Direct message the job poster from GBG Plc
About GBG
Enabling safe and rewarding digital lives for genuine people, everywhere
We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.
With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.
About the team and role
Customer Support
The Customer Support Team is responsible for helping GBG’s customers use our products. The Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.
Customer Advocate
The role reports to the Customer Support Manager. As the first point of contact for all customers, you will be responsible for ensuring Tier 1-level queries are resolved quickly, thoroughly, and professionally. Where queries fall outside of Tier 1\’s remit, you will be required to escalate them as appropriate to Tier 2 support.
What you will do
- Provide excellent customer service – log, investigate and resolve queries across our product suite in Identity and Location via email, phone, and chat.
- Queries will include administrative issues, service issues, billing queries, and simple user knowledge queries.
- Follow internal procedures, including escalation procedures to Tier 2 as appropriate.
- Meet our targets to ensure we continue to deliver excellent support.
Skills we’re looking for
- Previous customer support experience in a technology company or an IT/computing qualification with customer-facing experience outside of technology (e.g. retail)
- Logical problem-solving approach
- Customer focus and excellent communication
- Communicates confidently and effectively with customers and colleagues alike, both written and verbal
- Organized and able to work independently. Delivers results for customers.
Additionally, as the role includes supporting service issues, there is a requirement for on-call support on a rota basis. This will include evenings, weekends, and public holidays.
To find out more
As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.
To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at
Unleash your potential and be part of our mission to power safe and rewarding digital lives.
Seniority level
-
Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
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Industries
IT Services and IT Consulting
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Customer Success Advocate employer: GBG Plc
Contact Detail:
GBG Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Advocate
✨Tip Number 1
Familiarise yourself with GBG's products and services. Understanding their identity and address verification technology will help you answer customer queries more effectively and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, both written and verbal. As a Customer Success Advocate, you'll need to convey information clearly and confidently, so consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've resolved customer issues in the past. This will highlight your logical approach and customer focus during any discussions with the hiring team.
✨Tip Number 4
Be ready to discuss your availability for on-call support. Since the role requires flexibility for evenings and weekends, demonstrating your willingness to adapt will make you a more attractive candidate.
We think you need these skills to ace Customer Success Advocate
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Success Advocate role at GBG Plc. Understand the key responsibilities and required skills, such as customer support experience and effective communication.
Tailor Your CV: Customise your CV to highlight relevant experience in customer support, especially in technology or IT. Emphasise your problem-solving skills and any previous roles where you provided excellent customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of GBG's mission. Mention specific examples from your past experiences that demonstrate your ability to resolve queries effectively.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at GBG Plc
✨Showcase Your Customer Service Skills
As a Customer Success Advocate, your ability to provide excellent customer service is crucial. Prepare examples from your previous experience where you successfully resolved customer queries or complaints, highlighting your communication skills and problem-solving abilities.
✨Understand GBG's Mission
Familiarise yourself with GBG's mission of enabling safe and rewarding digital lives. Be ready to discuss how you can contribute to this goal and why it resonates with you personally. This shows your alignment with the company's values.
✨Prepare for Technical Questions
Since the role involves supporting technology products, brush up on your technical knowledge related to identity and location verification. Be prepared to answer questions about common issues customers might face and how you would approach resolving them.
✨Demonstrate Organisational Skills
The role requires you to be organised and able to work independently. Think of examples that demonstrate your ability to manage multiple tasks effectively, especially in a fast-paced environment. This will reassure the interviewers of your capability to meet their targets.
