At a Glance
- Tasks: Lead customer support and enhance service for IFRS Earned Revenue products.
- Company: Join the IFRS Foundation, a global leader in financial reporting standards.
- Benefits: Flexible working, professional growth, and engaging international projects.
- Other info: Diverse and inclusive workplace with opportunities for career development.
- Why this job: Make a real impact by improving customer experiences and driving operational excellence.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Location: London
Reports to: Customer Experience Manager
Status: 18mth Fixed term Contract
Job purpose: On a fixed-term basis, you will lead a key project to drive and strengthen customer service for one or more IFRS Earned Revenue product lines. Acting as the go-to person for managing the customer experience across various programs, you will answer customers' questions, resolve problems, and—just as importantly—build the effective behind-the-scenes systems and processes needed to support the Foundation's Earned Revenue programs and contribute to its operational excellence. Passionate about expanding the IFRS mission among companies and investors, you will bring authenticity, responsiveness, and a problem-solving mindset to establish well-implemented, sustainable programs that reduce customer issues and deliver lasting value beyond the life of the contract.
Key Responsibilities
- Client Management
- Lead customer support by answering inbound questions on multiple product lines and meeting customer needs, with a 24-hour response time to solve or, at a minimum, acknowledge the request.
- Build relationships with customers and ensuring they are satisfied with the company’s products and services.
- Create and process orders, and ensure delivery of the products and services.
- Manage IFRS Foundation’s relationship with the third-party vendor as needed.
- Report out results to key stakeholders.
- Learn all the nuances of your primary product area in order to assist and educate clients.
- Cross train on other IFRS Earned Revenue product lines to provide support as needed.
- Track and identify key themes that are arising in customer questions in order to surface key insights across the team.
- Use Salesforce to track customer feedback and suggestions.
- Operations, Reporting and Tracking
- When relevant work with the Finance team to rectify sales figures and payments for certain product lines.
- Track and report team engagements with clients to ensure 24 hr response and quality service.
- Manage operational tasks related to program development, user research, and implementation of new offerings.
- Support marketing planning and logistics for product areas as needed, including email campaigns, maintaining reseller relationships, and go to market implementation.
- Manage systems to ensure good record-keeping for client status and contact information for clients.
- Use Salesforce to track KPIs through Reports and Dashboard.
- Maintain and improve procedure documentations.
- Provide ad-hoc support to team activities such as webinars, conferences, and product projects.
Desired Skills & Qualifications
- Relevant customer service experience
- Excellent oral and written communication skills
- Strong customer service skills
- Organisation skills and ability to work independently
- Ability to multitask and handle multiple customer inquiries at once
- Patience and ability to stay calm under pressure, and adapt to changing priorities
- Ability to solve problems
- Understanding of e-commerce, international shipping and logistics a plus
- Experience with Salesforce or other CRM System
- Demonstrate professionalism, a strong team ethic
- Competency with Microsoft Office, including Excel
Application closing date: 10th July 2026
Please note that while we have a closing date for this application, we reserve the right to interview candidates and potentially close the role early should we find a suitable candidate before the closing date.
About us
At the IFRS Foundation, we believe better information leads to better decisions. We set financial reporting standards that enable companies to meet the evolving information needs of the global capital markets. United by our purpose to foster trust, growth and long-term financial stability in the global economy, we engage in challenging, meaningful work every day—across all our areas of expertise. If you share our passion for this mission, we want to hear from you. Diverse perspectives. International expertise. Working for our global organisation offers many benefits, including: rewarding work that serves the public interest; engagement with diverse international experts; inclusive and collaborative teams; intellectually challenging projects; flexible working arrangements; numerous areas of specialisation; and opportunities for professional growth and development. Diversity and inclusion are seen as key strengths of our organisation. These qualities are essential for us to engage with and meet the needs of our varied global stakeholders, and they are part of what makes the IFRS Foundation a great place to work.
Customer Experience Associate in London employer: IFRS Foundation
At the IFRS Foundation, we pride ourselves on being an exceptional employer, offering a dynamic work environment in London that fosters collaboration and inclusivity. Our commitment to professional growth is evident through diverse opportunities for development, while our flexible working arrangements ensure a healthy work-life balance. Join us to engage in meaningful projects that not only serve the public interest but also allow you to connect with international experts and contribute to the global economy.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Associate in London
✨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 IFRS Foundation.
✨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 IFRS Foundation. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Associate in London
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 IFRS Foundation.
How to prepare for a job interview at IFRS Foundation
✨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 IFRS Foundation'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 IFRS Foundation 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!
