Service and Engagement Associate - French Language

The role of the Service & Engagement Associate is to provide a professional service to members of the English and French speaking IB Community, managing inquiries, identifying and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience. The Associate is responsible for frontline support and engagement with members of the external IB Community. This includes the delivery of a professional service that not only responds to, but also pre-empts customer needs by providing accurate, relevant and consistent information in a timely manner. This is a Hybrid working opportunity with 1 day required onsite in our Cardiff Gate office. Please note that this team work to the following shift patterns:

• 08:00-16:00 and 10:00-18:00 on a 2 week rotation.
• Some work during public holiday and weekends required.
• Onsite presence required: one day per week., Customer Support: providing an information service on the broad range of the IB's products, services and systems within a clear, timely and accurate manner. Receiving complaints and whistleblowing disclosures via telephone.
• Relationship Management: building sustainable relationships with external customers through open and interactive communication. Assisting with the production and delivery of support materials including webinars. Liaising with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries.
• Projects: participating in the planning or execution of internal projects.
• Teamwork: Working cross-divisionally to produce customer support content and resolve issues.
  
  Fluency in written and spoken French and English is essential.
• Extremely comfortable answering a range of queries via the telephone in both spoken English and French.
• Confidence to quickly acquire knowledge of a broad range of the IB's products, services and systems (please note you will be provided with full Service & Engagement new hire training).
• Ideally you will have experience of effective call handling and active listening skills, however we welcome applications from individuals without this experience who are confident in their oral communication.
• Excellent communication skills with the ability to engage customers and colleagues.
• Skilled in problem resolution and decision making with a proven ability to represent the interests of customers and stakeholders and provide recommendations of support.
• Ability to multi-task, prioritise, and manage time effectively.
• Able to plan and deliver training.
• Familiar with CRM systems and practices.
  
  In addition to your salary, we offer an attractive range of benefits including:
• 10% employer pension contribution (for 3% employee contribution).
• Enhanced family friendly benefits.
• 25 Days annual leave, plus public holidays, with the option to buy up to 5 days additional annual leave.
• Life assurance 4x annual salary.
• Paid volunteering leave.
• Excellent continuous professional development.
• Additional 1.5% of salary as a flexible benefits allowance.
• Health and wellness schemes.
• Cycle to Work scheme.
• Discounts on a range of products, including days out.
• Cash back opportunities available from a wide range of retailers.
• Employee Assistance Programme.
• Free on-site car parking.