Job Title                                          Client Support Coordinator

Department                                    UK Region

Reports to                                      UK Region Support Team Leader

Date advertised                             4 February 2010

Closing Date                                   18 February 2010

Type                                                Permanent

Location                                          Head Office, Dundee

Salary                                              Dependant on Experience

Key Result Areas

1     To work closely with the relevant account managers to support and maximise sales and profitable revenue.

2     Proactively develop the core relationships within the clients organisation, identifying the key sales opportunities.

3     Identify additional business opportunities through raising awareness of our product range; reinforcing key marketing messages and education on new and existing products.

4     Using our market collateral provided to identify opportunities with new and existing clients.

5     Take ownership and responsibility when handling inbound customer enquiries by providing professional telephone support and ensuring a quality and efficient service is provided.

6      Develop and maintain an excellent business relationship with key internal and external customers.

7     Liaising closely with account managers, clients and other internal teams to co-ordinate the pre and post workshop process.

8     To be an integral part of the follow up process after every customer event to ensure we maximise on the client's investment.

9     Ensure knowledge of our products is current and comprehensive so you are able to describe the features of our products and services accurately and relate them to the client's needs.

10  Accurately enter customer information into CRM database to facilitate the sales process.

11   Constantly seek new and innovative ways to meet and exceed our customers' expectations, making recommendations and suggestions to improve process and procedure as appropriate.

12   Liaise with internal departments, in particular gaining a thorough understanding of process and procedure across the operational teams.

13   Attend UK Regional Meetings as required.

Person Specification

Qualifications

Essential

• Educated to Higher level including English at grade C or above. Or equivalent

Desirable

• Customer service training

Experience

Essential

• Minimum two years office administration experience

• Experience of working in a customer focussed environment and/or

• Experience of supporting account managers and customers and/or

• Experience of working in a sales focussed environment

Desirable

• Direct Sales Experience via telephone or face to face

• Experience of working in an Learning and Development Company

Knowledge & Skills

• Excellent IT skills particularly -

               ·         Intermediate MS Word

·         Intermediate Outlook

·         Intermediate Excel

·         Basic PowerPoint

• Excellent organisational skills

• Accurate data entry skills

• Ability to handle customer enquiries

• Ability to listen and understand the needs of customers

• Ability to build relationships internally with account managers and externally with customers

• Ability to prioritise workload to make best use of the time to meet deadlines

• Ability to see projects through to completion

• Work calmly under pressure

• Attention to detail

• Ability to display initiative in problem solving.

Personal Qualities

• Satisfaction from ensuring customer expectations are exceeded

• Takes ownership and accepts accountability

• Demonstrates the drive and initiative to achieve personal and organisational objectives

• Always prepared to go the extra mile' in delivering service on time and to the highest standards.

• Participates willingly in the team and keeps other team members informed and up to date by sharing useful or relevant ideas and information.

 Additional Requirements

• Some UK travel will be a requirement of this role accountability

• Demonstrates the drive and initiative to achieve personal and organisational objectives

• Always prepared to go the extra mile' in delivering service on time and to the highest standards.

• Participates willingly in the team and keeps other team members informed and up to date by sharing useful or relevant ideas and information.

• Some UK travel will be a requirement of this role

 To apply for this vacancy please send a letter detailing why you are applying for the position and why you feel you are suited to the role by 18 February 2010.  

 Applications should be sent to recruitment@insights.com 

Contact: Emma Marston
Email: emarston@insights.com
Url: www.insights.com