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- Tasks: Support customer operations, handle queries, and improve workflows in a dynamic environment.
- Company: Join GlobalData, a leader in intelligence platforms transforming uncertainty into opportunity.
- Benefits: Enjoy health benefits, flexible working, and opportunities for personal and professional growth.
- Other info: Diverse and inclusive workplace with unique learning opportunities.
- Why this job: Be part of a fast-paced team making a real impact on customer success.
- Qualifications: 2+ years in customer success platforms and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
Who we are… GlobalData operates an intelligence platform that empowers leaders to act decisively in a world of complexity and change. By uniting proprietary data, human expertise, and purpose-built AI into a single, connected platform, we help organizations see what’s coming, move faster, and lead with confidence. Our solutions are used by over 5,000 organizations across the world’s largest industries, delivering tailored intelligence that supports strategic planning, innovation, risk management, and sustainable growth.
Why join GlobalData? GlobalData is at a pivotal point in its growth journey and we need curious, ambitious, courageous people to support us in achieving our vision to deliver intelligence that transforms uncertainty into opportunity for the world’s most successful organizations. Our big ambitions mean that life at GlobalData is fast paced, entrepreneurial and rewarding. Working together in an intellectually challenging environment, where learning is super-charged to keep us on our toes, the highly stimulating, fast-paced, global environment we operate in, and our bold ambitions result in unique learning opportunities for our people.
The role… We are looking for a dedicated and detail-oriented Customer Operations Specialist to join our Customer Operations team. Reporting directly to the Customer Operations Manager, you will play a key role in ensuring the smooth and efficient delivery of services to our customers. In this role, you will serve as a central point of contact for customer enquiries and operational processes, working cross-functionally to resolve issues, improve workflows, and uphold the highest standards of service delivery.
What you’ll be doing…
- Support & Ticket Handling
- Act as the first point of contact for all internal queries related to customer operations tools submitted via Freshdesk relating to customer operations processes.
- Triage, categorise, and prioritise incoming tickets, ensuring accurate categorising of queries.
- Respond to and resolve tickets within agreed SLA timeframes, maintaining a high standard of communication.
- Troubleshoot and resolve queries independently using available documentation, internal knowledge, and system understanding.
- Escalate complex, technical, or high-impact issues to the Customer Operations Manager, providing clear context, investigation notes, and recommended next steps.
- Enablement & Training
- Support onboarding of new internal users, including assisting with group training sessions and running 1:1 training sessions.
- Create and update Knowledge Hub articles, FAQs, and troubleshooting guides based on common queries and recurring issues.
- Assist in developing training materials such as step-by-step guides, process documentation, and quick-reference resources.
- Systems Knowledge
- Identify inefficiencies in workflows or recurring support issues and suggest improvements to processes, documentation, or system usage.
- Support data accuracy and consistency with all systems by following best practices and highlighting discrepancies.
- Collaborate with the Customer Operations Manager to improve support processes, training approaches, and overall user experience.
What we’re looking for…
- Required
- 2+ years of experience administering a Customer Success platform, e.g. Planhat, Vitally, Churn Zero, Gainsight, or Salesforce or Hubspot.
- Ability to translate business requirements into technical configurations.
- Experience with data management, integration, and maintaining data integrity.
- Preferred
- Experience administering Planhat.
- Background in customer success, support, or operations roles.
- Experience using Freshdesk or another helpdesk/ticketing tool.
- Exposure to writing articles, FAQs or internal process documentation.
In addition to a rewarding career, we support our GlobalData colleagues with a range of benefits across health, finances, fitness, travel, tech and more. GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Customer Operations Specialist employer: GlobalData UK Ltd
Contact Detail:
GlobalData UK Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Specialist
✨Tip Number 1
Network like a pro! Reach out to current or former employees at GlobalData on LinkedIn. A friendly chat can give us insider info and might just get our foot in the door.
✨Tip Number 2
Prepare for the interview by knowing the company inside out. Dive into GlobalData’s mission, values, and recent projects. This shows we’re genuinely interested and ready to contribute.
✨Tip Number 3
Showcase our problem-solving skills during interviews. Think of examples where we’ve tackled customer issues or improved processes. This aligns perfectly with what they’re looking for in a Customer Operations Specialist.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re serious about joining the team at GlobalData.
We think you need these skills to ace Customer Operations Specialist
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for customer operations shine through! We love seeing candidates who are genuinely excited about the role and our mission at GlobalData.
Tailor Your Experience: Make sure to highlight your relevant experience in customer success platforms and ticketing tools. We want to see how your background aligns with what we’re looking for, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to understand and directly related to the role of Customer Operations Specialist.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at GlobalData!
How to prepare for a job interview at GlobalData UK Ltd
✨Know Your Tools
Familiarise yourself with customer operations tools like Freshdesk and any Customer Success platforms mentioned in the job description. Be ready to discuss your experience with these tools and how you've used them to resolve customer queries or improve workflows.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've triaged and resolved customer issues in the past. Highlight your ability to troubleshoot independently and escalate when necessary, as this role requires a proactive approach to problem-solving.
✨Demonstrate Your Communication Skills
Since you'll be the first point of contact for customer enquiries, practice articulating your thoughts clearly and concisely. Think about how you can convey complex information simply, as effective communication is key in this role.
✨Be Ready to Suggest Improvements
Think about inefficiencies you've encountered in previous roles and be prepared to discuss how you would suggest improvements. This shows that you're not just reactive but also proactive in enhancing processes and user experiences.