Operations Support - London, United Kingdom - insight6

Description

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Company Overview:

insight6 is a rapidly growing Customer Experience UK Franchise, serving over 800 clients.

With 25 franchisees and ambitious expansion plans, we're searching for an exceptional and motivated individual to join our support team.

Our franchisees offer comprehensive Customer Experience Reviews, Online Feedback Solutions, training, and journey mapping services across the UK. You'll join a dynamic team committed to delivering a world-class service experience. The Franchise Support Specialist role is not only highly rewarding but also incredibly motivational.


Responsibilities and Duties:

As a member of the Operations Support team your role will encompass a wide range of responsibilities, including but not limited to:

• Providing unwavering support to our dedicated franchisees, helping them grow and scale their businesses.
• Proactively engaging with franchisees on a regular basis, offering assistance, and treating them with the same care as your favorite relative.
• Gaining proficiency in our cuttingedge online feedback systems and offering expert support.
• Identifying and diagnosing system issues, promptly reporting them to the "Computer Police."
• Facilitating and leading routine catchup meetings with our internal teams.
• Ensuring the quality of our Customer Experience Reviews to maintain brand consistency.
• Recruiting and maintaining a highly engaged Researcher team in London.
• Overseeing the scheduling of Customer Experience Review visits for the team.
• Creating customised demonstration packs for our franchisees to showcase our systems.
• Generating and presenting analysis reports for franchisees to use with their clients.
• Monitoring the support query inbox to ensure all inquiries receive timely and exceptional customer service.

Who We're Looking For:

We seek individuals who are enthusiastic about learning and advancing their careers while delivering a world-class customer experience.

While prior experience in a customer experience role is advantageous, the following qualities are essential:

• A strong team player with an excellent sense of humor.
• A commitment to delivering exceptional customer experiences consistently.
• Keen attention to detail, ensuring accuracy in all tasks.
• Exceptional organizational skills and the ability to prioritize tasks effectively.
• A passion for open and effective communication, including delivering positive news.
• An eagerness to view every challenge as an opportunity.
• Creative thinking and the ability to approach problems from multiple angles.
• Proficiency in Excel, Word, and PowerPoint; familiarity with Google Docs is required. Experience with Slack and Jira is advantageous.
• An aptitude for understanding computer software and translating system instructions into layman's terms.

Working Arrangements:

This is a full-time role with a hybrid working arrangement involving a mixture of home working (averaging 3 days per week), and working alongside our team in our London space (WeWork, 123 Buckingham Palace Rd, London SW1W 9SH).

The role will include some travel and we occasionally work from a base in Lewes, Sussex.


What's in it for you:

• Salary: up to £28,000
• Employer Pension contributions
• 25 days of annual leave in addition to bank holidays

Timescale:

We are looking to recruit straight away so we can accomodate you starting after your existing notice period.


Salary:
Up to £28,000.00 per year


Benefits:

• Company events
• Company pension
• Gym membership
• Work from home

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Work Location:
Hybrid remote in London, SW1W 9SH