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For Companies At a Glance
- Tasks: Manage customer queries and lead a dynamic support team to ensure satisfaction.
- Company: Join IGD, a Great Place to Work focused on growth and impact.
- Benefits: Enjoy a market-leading pension, bonus scheme, and generous medical insurance.
- Why this job: Be the voice of our customers and drive meaningful change in a fast-paced environment.
- Qualifications: Experience in customer service, FMCG, and B2B sales is preferred.
- Other info: Hybrid working model with excellent career development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
At IGD, we’re proud to be a Great Place to Work, where our people are empowered to grow, inspired to lead and ready to make a difference. At the heart of that experience is how we attract, welcome, and support new colleagues to join us. That’s where you come in. We’re looking for a Customer Support Manager who will be the initial point of contact between IGD and our customers while supporting our commercial team and managing a small customer portfolio. You’ll enjoy a varied role with responsibilities for managing customer queries, maintaining high levels of customer satisfaction, and leading the daily activities of the team.
What you’ll do
- Take ownership of client issues and follow problems through to resolution
- Train & mentor colleagues in the team, providing support & guidance
- Support and drive delivery of operational projects
- Develop customer service procedures, policies, and standards, ensuring strong governance across the team
- Drive accountability & ownership across AskIGD, order processing and web subscription management
- Identify areas of improvement to drive customer satisfaction
- Manage a portfolio of clients, building relationships, delivering insights and value
- Delivery of agreed renewal revenue target for assigned accounts
- Ongoing development of assigned accounts according to agreed service levels
- Accurate forecasting, sales projection and pipeline management
Other responsibilities
- Be a CRM Super-user and an advocate for its use
- Ensure you share insights within the business to drive continuous improvement and customer satisfaction
- Other duties may be required by the organisation from time to time and the job holder will be expected to contribute to these
What we’re looking for
- Live and breathe Customer First, with an innovative and agile approach
- Enjoy working in a fast paced, target driven environment
- Preference to working collaboratively in a team and sharing your ideas
- Have a thirst for knowledge, with the ability to communicate effectively
- Exceptional organisational skills, be process driven with good time management
- Experience of the FMCG industry and working in a B2B sales environment
- A thorough understanding of total IGD products
- Proven ability to adapt to change and embrace new products and services
The rewards
We offer a range of benefits, including a market leading pension, a bonus scheme, the ability to buy and sell annual leave plus a generous medical insurance package. You will have a great work-life balance, where you are empowered & trusted to manage your time.
The location
We are operating a hybrid approach to working with a mix of home and office-based working. We are based in a very accessible location within the M25, just 20 miles from Central London.
Our behaviours
- We’re hungry for better
- We solve it together
- We make it happen
- We say what needs to be said
More about our people
We’re looking for inspiring professionals; talented people who seek personal and career growth and are ambitious to develop their potential and unlock opportunities for society, for our clients and themselves. We seek and attract the very best people and create an environment that supports and includes them. We aim to encourage a culture where people can be themselves and be valued for their contribution. We welcome applications from diverse candidates. Please discuss any adjustments that you may require throughout the selection and assessment process.
More about IGD
We are a strategic insight foresight and learning organisation. Here to unite the industry and benefit society. We invest all our profit into Social Impact. We foster collaboration through a broad range of forums, bringing together businesses, policymakers, and thought leaders. By providing evidence-based insights, credible research, and strategic foresight, we help organisations make informed decisions that benefit their operations and contribute to the collective good of society.
Customer Support Manager (12 Months FTC) in Watford employer: IGD (Institute of Grocery Distribution)
Contact Detail:
IGD (Institute of Grocery Distribution) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager (12 Months FTC) in Watford
✨Tip Number 1
Get to know IGD inside out! Familiarise yourself with their products and services, and think about how you can contribute to their mission. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer support and team management. Think of examples from your past experiences that showcase your skills and how you embody a 'Customer First' mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the IGD team and ready to make a difference.
We think you need these skills to ace Customer Support Manager (12 Months FTC) in Watford
Some tips for your application 🫡
Show Your Customer First Attitude: Make sure your application reflects your passion for customer service. Use examples from your past experiences to demonstrate how you've put customers first and resolved their issues effectively.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to highlight your relevant skills and experiences that align with the Customer Support Manager role. We want to see how you fit into our team!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and achievements. We appreciate straightforward communication!
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 the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at IGD (Institute of Grocery Distribution)
✨Know Your Customer First Approach
Make sure you understand the 'Customer First' philosophy that IGD values. Prepare examples from your past experiences where you've put customers at the heart of your decisions and how that led to positive outcomes.
✨Showcase Your Team Spirit
Since the role involves mentoring and collaborating with a team, be ready to discuss how you've successfully worked in teams before. Share specific instances where your contributions helped achieve team goals or improved customer satisfaction.
✨Demonstrate Your Problem-Solving Skills
Prepare to talk about how you've taken ownership of client issues in the past. Think of a challenging situation you faced, how you resolved it, and what you learned from the experience. This will show your ability to drive accountability and ownership.
✨Familiarise Yourself with IGD Products
Do your homework on IGD's products and services. Being knowledgeable about what they offer will not only impress your interviewers but also allow you to discuss how you can add value to their customer portfolio right from the start.