Purpose of the Job The Helpline Executive will be responsible for answering calls, liaising with clients’ stores, and delivering excellent customer service by logging in and responding to queries within an agreed timeframe. This is a fast-paced role dealing with a variety of queries relating to the client ‘s stores on POS related queries, client ordering processes, deliveries and stock orders, so an up to date understanding of the clients’ promotional activities will be essential. This is a key client-facing role and is often the first point of contact for client stores. The role-holder will be required to build and develop relationships with key stakeholders whilst primarily delivering excellent customer service. Key Responsibilities Work with Account Managers and Account Directors to gather information relating to client queries Respond to client queries within an agreed timeframe Support on stock management (replenishments, disposals etc) on all library stock Monitor the status of queries to ensure full responses are provided, on time and in line with SLA’s Ensure activity is recorded using the designated company tools Provide administrative support to ensure client facing tools (POD Dashboard and Store Ordering Platform) are up to date Support, where applicable, the wider account team on ad hoc requirements, which may include processing of client orders. Respond directly to client head office requests for store support. Provide a level of administrative support the HH store service team Maintain a full understanding of the broad range of HH Global’s services and pass details on to the client Build and develop relationships with key stakeholders Deliver excellent customer service to clients, suppliers and internal stakeholders Implement new methods and procedures as required Ensure all internal processes and procedures are followed Knowledge, Skills Experience Experience working within a call centre environment would be preferable Experience working within a client services environment directly engaging with clients Numerate and will good Excel skill Ability to manage multiple projects simultaneously Strong time management and prioritisation skills Experience of finding solutions Keen eye for detail Able to work on your own initiative Experience of Mircosoft packages, particularly Excel, Outlook and Sharepoint We thank all applicants in advance for their interest in this position. HH Global are an equal opportunities employer and welcome all suitably qualified candidates from any background, regardless of any personal characteristic, especially those protected by law. We will make reasonable adjustments to the recruitment process to accommodate any disability. In the first instance, if you require this job advert in an alternative format, or require any assistance, please reach out to [email protected] Please note that we carry out a variety of pre-employment background checks, which are appropriate for the country that you are based in. These may include some of the following; employment history, right to work, identity and validity of professional qualifications (if applicable) checks. In some countries, criminal background, sanction file and / or CIFAS checks may apply. If you have any questions relating to this, please reach out to [email protected] in the first instance. Apply Now