At a Glance
- Tasks: Manage customer relationships and ensure their needs are met efficiently.
- Company: Join IDEMIA, a leader in secure transactions and innovative technology.
- Benefits: Gain valuable experience in customer service with potential for career growth.
- Other info: Dynamic work environment in Tewkesbury with opportunities for learning.
- Why this job: Be the first point of contact for customers and make a real impact.
- Qualifications: Customer service experience preferred; degree in business is a plus.
The predicted salary is between 38250 - 46750 £ per year.
About IDEMIA Secure Transactions
IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect.
With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and Io T providers worldwide.
Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.
Purpose
The role of the Customer Services Executive is to own IDEMIA’s servicing relationship with our customers.
As first point of contact for our customers BAU needs, the Customer Services Executive is expected to provide relevant information, in a timely manner to queries, whilst also supporting the on-going business needs of Audit/Compliance and any business roadmap activities such as forecast and stock management.
The objective of the Customer Services Executive is to protect customer contract revenue for both existing and new customers, whilst also identifying opportunities for additional revenue, or efficiency gains.
- Key Missions
- Relationship Management
- Manage all incoming customer requirements relating to their business as usual (BAU) activities.
- Participate in customer facing operational and service review meetings, building account management level relationships
- Build customer intimacy at multiple levels; identify decision makers, influencers, supporters and detractors.
- Develop a deep understanding of the customers organisation to support their future roadmap and expectations.
- Know the pipeline of activity for the customer around order and stock management together with Perso volumes and other service requirements.
- Handle all customer escalations and complaints.
- Represent IDEMIA Commercial team as the primary contact for specific customer accounts.
- Process Execution
- Support incoming customer requirements relating to their business as usual (BAU) activities
- Perform end to end processes as required to meet the needs of our customers
- Ensure quality metrics and SLAs are met or exceeded, and inline with forecast revenue expectations
- Where required, ensure all input information is provided for product manufacture / order
- Stock Management and forecasting
- Process Management
- Define and document the process flow for owned processes
- Perform Continuous Improvement Activities on owned processes to identify risks, events, improvements
- Perform Voice of Customer Activities to ensure process fit for purpose
- Support Sales and Service Management in conversations around charging models, improvement activities and expectations of processes
- Review the complaints MI for trends and potential improvements to the process
- Support leadership in defining strategic changes to improve our process management and maximize margin
- Change Management
- Manage all Business As Usual Change Requests and small projects.
- Management of CR’s to meet agreed timescales & escalation of any issues.
- Ensure all testing is carried out and coordinate inputs/outputs on behalf of the customer.
- Support the integration of new products and services within the organisation.
- Reporting and Governance
- Create and validate customer reporting.
- Support monthly billing and invoicing processes
- Support and perform Audit activities as required on a customer basis
- Audit and Compliance
- Be the first point of contact for our customers with regards to audit and compliance concerns.
- Support and perform Audit activities as required on a customer basis.
- Manage the Disaster Recovery testing process.
- Review the complaints MI for trends and potential improvements.
- Capacity Planning / Forecast / Budget
- Ensure stock management activities align with customer forecast and agreed stock holding levels.
- Support the annual Budget activity to define and input customer specific budget entry
- Monitor, Manage and Maintain an accurate customer forecast within ERP
- General
- Risk Management activities.
Highlighting concerns internally that pose a risk to our customer relationship/ product.
- On-boarding new customer activity as required.
- Maximise our performance against contractual commitments through effective internal liaison and internal supplier management (production teams, Service Centre teams etc).
- Profile & Other Information
Experience: Background in Customer Service and Account management preferred.
Education Level: Degree level (preferably in business related subject) preferred but not essential.
Other
About IDEMIA Secure Transactions
IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect.
With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and Io T providers worldwide.
Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.
Customer Services Executive- fixed-term contract 18 months in Tewkesbury employer: IDEMIA
IDEMIA is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a leader in digital security solutions, employees benefit from a culture that prioritises professional growth, with opportunities to engage with major financial institutions and cutting-edge technology. Located in the UK, IDEMIA fosters a supportive atmosphere that encourages proactive problem-solving and effective communication, making it an ideal place for those seeking meaningful and rewarding careers in project management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Executive- fixed-term contract 18 months in Tewkesbury
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like IDEMIA.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like IDEMIA. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Services Executive- fixed-term contract 18 months in Tewkesbury
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to IDEMIA.
How to prepare for a job interview at IDEMIA
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in IDEMIA's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services IDEMIA offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
