Customer Support Manager

THE INSTITUTE OF GROCERY DISTRIBUTION

Watford

Full-time

Listed 1 week ago

Customer Support Manager (12 Months FTC)

Department

Sales

Employment Type

Fixed-Term

Minimum Experience

Experienced

Compensation

Excellent salary & benefits

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 Manager who will be the initial point of contact between IGD and our customers while supporting our commercial team and managing a small customer portfolio. You’ll enjoy a varied role with responsibilities for managing customer queries, maintaining high levels of customer satisfaction, and leading the daily activities of the team.

What you’ll do

Customer support

Take ownership of client issues and follow problems through to resolution

Train & mentor colleagues in the team, providing support & guidance

Support and drive delivery of operational projects

Develop customer service procedures, policies, and standards, ensuring strong governance across the team

Drive accountability & ownership across AskIGD, order processing and web subscription management

Identify areas of improvement to drive customer satisfaction

Commercial and financial

Manage a portfolio of clients, building relationships, delivering insights and value

Delivery of agreed renewal revenue target for assigned accounts

Ongoing development of assigned accounts according to agreed service levels

Accurate forecasting, sales projection and pipeline management

Other responsibilities

Be a CRM Super-user and an advocate for its use

Ensure you share insights within the business to drive continuous improvement and customer satisfaction

Other duties may be required by the organisation from time to time and the job holder will be expected to contribute to these

What we’re looking for

Live and breathe Customer First, with an innovative and agile approach

Enjoy working in a fast paced, target driven environment

Preference to working collaboratively in a team and sharing your ideas

Have a thirst for knowledge, with the ability to communicate effectively

Exceptional organisational skills, be process driven with good time management

Experience of the FMCG industry and working in a B2B sales environment

A thorough understanding of total IGD products

Proven ability to adapt to change and embrace new products and services

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.

Location

Watford (Hybrid)