Customer Support Manager (12 Months FTC)

At IGDwereproud 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.

Thatswhere you come in.

Werelooking for aCustomer Support Managerwho willbe theinitialpoint of contact between IGD and our customers while supporting our commercial team and managing a small customer portfolio.Youllenjoy a varied role with responsibilities for managing customer queriesmaintaininghigh levelsof customer satisfaction and leading the daily activities of the team.

Whatyoulldo

Customer support

• 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 acrossAskIGD order processing and web subscription management

• Identifyareas of improvement to drive customer satisfaction

Commercial and financial

• 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 salesprojectionand 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

Whatwerelooking 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 withgood timemanagement

• 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 areoperatinga 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 fromCentral London.

Our behaviours

Werehungry for better

We solve it together

We make it happen

We say what needs to be said

More about our people

Werelooking for inspiring professionals; talented people whoseekpersonal and career growth and are ambitious to develop their potential and unlock opportunities for society for ourclientsand themselves.

Weseekand attract thevery bestpeople 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 mayrequirethroughout theselectionand assessment process.

More about IGD

We are a strategicinsight foresight and learning organisation. Here to unite the industry andbenefit 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. Byprovidingevidence-based insights credible research and strategic foresight we help organisations make informed decisions thatbenefittheir operationsandcontribute to the collective good of society.

Required Experience:

Manager