Helpline Executive
Helpline Executive
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Job Description
Purpose of the Job
The Helpline Executive will be responsible for answering calls liaising with clients stores and delivering excellent customer service by logging in and responding to queries within an agreed timeframe. This is a fast-paced role dealing with a variety of queries relating to the client s stores on POS related queries client ordering processes deliveries and stock orders so an up to date understanding of the clients promotional activities will be essential.
This is a key client-facing role and is often the first point of contact for client stores. The role-holder will be required to build and develop relationships with key stakeholders whilst primarily delivering excellent customer service.
Key Responsibilities
- Work with Account Managers and Account Directors to gather information relating to client queries
- Respond to client queries within an agreed timeframe
- Support on stock management (replenishments disposals etc) on all library stock
- Monitor the status of queries to ensure full responses are provided on time and in line with SLAs
- Ensure activity is recorded using the designated company tools
- Provide administrative support to ensure client facing tools (POD Dashboard and Store Ordering Platform) are up to date
- Support where applicable the wider account team on ad hoc requirements which may include processing of client orders.
- Respond directly to client head office requests for store support.
- Provide a level of administrative support the HH store service team
- Maintain a full understanding of the broad range of HH Globals services and pass details on to the client
- Build and develop relationships with key stakeholders
- Deliver excellent customer service to clients suppliers and internal stakeholders
- Implement new methods and procedures as required
- Ensure all internal processes and procedures are followed
Knowledge Skills Experience
- Experience working within a call centre environment would be preferable
- Experience working within a client services environment directly engaging with clients
- Numerate and will good Excel skill
- Ability to manage multiple projects simultaneously
- Strong time management and prioritisation skills
- Experience of finding solutions
- Keen eye for detail
- Able to work on your own initiative
- Experience of Mircosoft packages particularly Excel Outlook and Sharepoint
HH Global are an equal opportunities employer and welcome all suitably qualified candidates from any background regardless of any personal characteristic especially those protected by law.
We will make reasonable adjustments to the recruitment process to accommodate any disability. In the first instance if you require this job advert in an alternative format or require any assistance please reach out to emailprotected
Please note that we carry out a variety of pre-employment background checks which are appropriate for the country that you are based in. These may include some of the following; employment history right to work identity and validity of professional qualifications (if applicable) checks. In some countries criminal background sanction file and / or CIFAS checks may apply. If you have any questions relating to this please reach out to emailprotected in the first instance.
Other details
- Pay TypeSalary
- Job Start Date11 August 2025
Employment Type
Full-Time
