Customer Care Executive - Commercial

Customer Care Executive

Department: Commercial

Employment Type: Full Time

Location: London

Description

Why LBR?

An amazing market position, enviable growth, collaboration and wonderful people are just some of the reasons to further your career with Law Business Research. Our culture is shaped by our core values that promote equality, agility, and respect in everything we do.

Law Business Research has been selected as a winner for the 2024 Inspiring Workplaces Awards. We're proud of our inclusive and inspiring culture here at LBR and we remain committed to creating a positive workplace for all our employees.

We are happy to share that we have partnered with Business Disability Forum to help us on our journey to becoming a more inclusive employer and achieving Level 2 Disability Confident Accreditation.

We also take our place in this world of ours very seriously and engage in a wide variety of charitable and community based initiatives. We work extensively with Swawou School in Sierra Leone, which we established to provide education for 120 girls, and on an ongoing basis we underwrite the school's costs.

'We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.'

Key Responsibilities

You will be responsible for ensuring that clients receive the highest level of service and support, and identifying and delivering opportunities to drive efficiency of the Customer Care team.

Key Accountabilities

Product expertise

• A systems expert - understanding the systems that underpin our products to ensure that we can respond to customer and team queries quickly.
• A product expert - understanding how our customers use the products in order to respond to the customer and team accurately.

Relationship building

• Develop strong relationships with existing clients and key contacts. Share intelligence with key internal stakeholders.
• Develop strong cross-organisational relationships with key internal stakeholders (customer success, sales, account management, editorial, content, marketing, finance, product etc.).
• Develop good working relationships with offshore counterparts.

Product fulfilment

• Accurately complete the fulfillment of new customers in all relevant systems and update centralised records.

Knowledge

• Document any regular processes and answers to questions for Knowledge Base.

Health and targeting

• Contribute to usage and health reports.

Activity

• Timely achievement of all identified customer touch points and SLAs.
• The main point of contact for inbound client queries, responsible for triaging inbound tasks.

Offshore

• Day to day interaction with the offshore team, to ensure the timely completion of tasks you have transferred.

CRM & Service Cloud

• Update the CRM, ensuring the information is accurate and reliable.
• Confident and consistent Service Cloud user.
• Responsibility for specific support queue(s).

Skills Knowledge and Expertise

• Ability to communicate effectively on the phone, by email and in person to stakeholders at all levels.
• Ability to work independently as well as within a team environment.
• Active learner.
• Excellent attention to detail and ability to plan and prioritise workload.
• Highly organised and adaptable to emerging priorities.
• Problem solver.

Benefits

Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:

Start of employment:

• Eye care
• Employee Assistance Programme
• A day off for your birthday

After 3 months employment:

• Pension (4% employer contribution and 4% employee contribution)

After 4 months employment:

• Life assurance

After probation:

• Cycle to work scheme
• Season ticket loan
• £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
• Puregym access
• Perks at work platform access

After 1 year service:

• Private healthcare

Additional Perks:

• Company socials
• Access to Employee Affinity Networks
• Mentoring scheme
• Volunteering Day
• Mortgage Advice
• Work from anywhere (2 weeks)
• Generous parental leave

We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.