At a Glance
- Tasks: Assist customers with inquiries, resolve complaints, and manage subscriptions.
- 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.
- Other info: Hybrid working model with great work-life balance and career growth opportunities.
- Why this job: Make a difference while providing exceptional customer support in a dynamic environment.
- Qualifications: Customer service experience preferred; strong communication skills essential.
The predicted salary is between 30000 - 40000 £ 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 Executive who will be responsible for assisting customers with inquiries, resolving complaints, processing sales orders, managing subscriptions, and ensuring the CRM database is kept up to date with accurate customer information. The ideal candidate is detail-oriented, organised, and capable of handling multiple tasks while providing exceptional service and support to our customers and client success team.
What you’ll do
- Customer Support: Respond to customer inquiries via phone, email, and our AskIGD service in a timely and professional manner.
- Sales Order Processing: Process customer orders accurately and efficiently, ensuring correct product, service and billing details.
- Subscription Management: Oversee subscription services by onboarding new users, resolving any issues, and facilitating the setup of web subscriptions, ensuring a smooth and efficient experience for customers.
- CRM Management: Maintain and update the CRM database with accurate customer information.
- Issue Resolution: Resolve customer complaints and issues quickly and effectively, ensuring a positive outcome and maintaining customer loyalty.
- Product Knowledge: Continuously stay updated on product, services, and industry trends to provide customers with the best support.
- Collaboration: Work closely with the client success, Insight and marketing teams to ensure seamless customer experience, driving high levels of customer satisfaction.
- Account Management: Manage a select group of accounts, supported by an account-based marketing program, to ensure tailored service and optimize client relationships.
- Follow-up: Ensure follow-up with customers to guarantee their issues are resolved, subscriptions are properly managed, and they are satisfied with their overall experience.
- Feedback: Provide insights to management on customer feedback and areas for process improvements.
What we’re looking for
- Previous experience in customer service, sales order processing, or subscription management is preferred.
- A degree qualification is desired but not essential.
- Experience using CRM software or customer management tools.
- Strong verbal and written communication skills.
- Ability to work efficiently in a fast-paced environment, managing multiple priorities.
- Detail-oriented with a strong ability to maintain accuracy when processing orders and updating databases.
- Proactive and self-motivated with a focus on customer satisfaction.
- Ability to handle difficult customer situations with professionalism and empathy.
- Basic computer skills, including proficiency with Microsoft Office and CRM tools.
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 Executive (12 Months FTC) in Watford employer: Institute of Grocery Distribution
At IGD, we pride ourselves on being a Great Place to Work, where our employees are empowered to grow and inspired to lead in a supportive environment. As a Customer Support Executive, you will enjoy a range of benefits including a market-leading pension, generous medical insurance, and the flexibility of a hybrid working model, all while contributing to meaningful social impact initiatives. Our culture fosters collaboration and personal development, ensuring that every team member feels valued and has the opportunity to thrive.
Contact Details:
Institute of Grocery Distribution Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive (12 Months FTC) in Watford
✨Tip Number 1
Get to know IGD and its culture! Before your interview, dive into their values and mission. This way, you can show how your skills align with their goals and demonstrate that you're not just another candidate.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle tricky situations or complaints. Being prepared to discuss real-life examples will help you stand out as a proactive problem-solver.
✨Tip Number 3
Network like a pro! Connect with current or former IGD employees on LinkedIn. A friendly chat can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the team at IGD. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Support Executive (12 Months FTC) in Watford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Support Executive role. Highlight your relevant experience in customer service, sales order processing, or subscription management to show us you’re the perfect fit!
Show Off Your Communication Skills:Since strong verbal and written communication skills are key for this role, don’t shy away from showcasing these in your application. Use clear and concise language, and maybe even include examples of how you've effectively communicated with customers in the past.
Demonstrate Your Detail Orientation:We love detail-oriented candidates! When filling out your application, make sure to mention any experiences where your attention to detail made a difference, especially in processing orders or managing databases.
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 don’t miss out on any important updates about the hiring process!
How to prepare for a job interview at Institute of Grocery Distribution
✨Know Your Stuff
Before the interview, make sure you’re well-versed in IGD’s products and services. Familiarise yourself with their customer support processes and any recent updates in the industry. This will not only show your enthusiasm but also help you answer questions more confidently.
✨Showcase Your Skills
Prepare examples from your past experiences that highlight your customer service skills, especially in handling complaints and processing orders. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easier for the interviewer to see your capabilities.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions about the role and the team dynamics. This shows your genuine interest in the position and helps you gauge if IGD is the right fit for you. Think about asking how they measure customer satisfaction or what tools they use for CRM management.
✨Be Yourself
IGD values authenticity, so be sure to let your personality shine through during the interview. Share your passion for customer service and how you can contribute to their mission. Remember, they’re looking for someone who fits into their culture, so don’t be afraid to show who you are!
