Customer Support Executive

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.