Introduction to blithequark
At blithequark, no two days and no two people are the same, and you’ll find the freedom, opportunity, and support of a fantastic community to make a real impact. As an international business, blithequark connects specialists with knowledge, helping them to learn more, know more, and do more through live and on-demand events, digital and data-driven services, and academic research. With over 10,000 colleagues across 30 countries, blithequark is a member of the UK’s FTSE 100 group of leading public companies, providing a stable and dynamic environment for career growth and development.
blithequark’s Global Support team provides expert guidance and hands-on support to the blithequark Group and blithequark’s many business teams. Across tech, finance, legal, corporate development, HR, communications, operations, and many other areas, the team works collaboratively and flexibly to help blithequark’s brands serve their customers and drive the company’s success. By joining blithequark, you will become part of a vibrant community that values diversity, inclusivity, and equal opportunities, where everyone is encouraged to contribute, grow, and thrive.
Job Overview
As a Customer Operations Specialist at blithequark, you will be the vital link between the organization and its valued clients, delivering exceptional service that enhances blithequark’s reputation while supporting both internal and external Publishing and Events customers. This role offers the perfect balance of customer interaction, problem-solving, and operational excellence, providing an exciting opportunity for a customer-focused and operationally-minded professional to make a real impact.
Your primary objective will be to create outstanding customer experiences by delivering blithequark’s signature ‘Gold service’ standard to all customers, resolving inquiries efficiently through multiple communication channels, processing orders with precision while maintaining appropriate margins, building strong relationships with customers and internal teams, and managing customer access to online resources and systems.
Key Responsibilities
- Customer Communication: Handle inbound/outbound calls and correspondence professionally, ensuring that all customer interactions are courteous, efficient, and effective.
- Order Management: Process and amend customer orders with accuracy and attention to detail, maintaining high standards of quality and precision.
- Problem Resolution: Utilize relevant systems to address and resolve customer requests, providing timely and effective solutions to customer inquiries and issues.
- Data Management: Record customer information with precision, maintaining quality standards and ensuring that all data is accurate, up-to-date, and compliant with relevant regulations.
- Access Management: Support customers with online access needs directly or through appropriate channels, ensuring that all customers have seamless access to blithequark’s online resources and systems.
- Financial Processing: Handle aspects of Order to Cash, including Cash Applications and Credit Control, ensuring that all financial transactions are processed efficiently and accurately.
- Relationship Building: Develop strong connections with business teams and customers, fostering a culture of collaboration, trust, and mutual respect.
Essential Qualifications
- Customer Service Excellence: Proven ability to deliver outstanding customer experiences, with a strong focus on quality, efficiency, and customer satisfaction.
- Technical Proficiency: Strong skills in Microsoft Office (Excel, Word, Outlook) and SAP experience preferred, with the ability to quickly learn and adapt to new systems and technologies.
- Communication Skills: Excellent written and verbal communication abilities, with the ability to communicate effectively with customers, colleagues, and stakeholders at all levels.
- Problem-Solving Aptitude: Proactive approach to resolving issues efficiently, with a strong analytical mindset and the ability to think critically and creatively.
- Adaptability: Flexibility to adjust working hours based on service center requirements, with a willingness to work collaboratively and flexibly to meet the needs of the business.
- Attention to Detail: Precision in processing orders and maintaining records, with a strong focus on quality and accuracy.
- Teamwork: Collaborative mindset with the ability to work effectively with diverse stakeholders, including customers, colleagues, and external partners.
Preferred Qualifications
- Previous Experience: Previous experience in a customer-facing role, preferably in a similar industry or sector, with a strong understanding of customer needs and expectations.
- Industry Knowledge: Knowledge of the publishing and events industry, with a strong understanding of the challenges and opportunities facing blithequark’s customers and stakeholders.
- Language Skills: Fluency in multiple languages, with the ability to communicate effectively with customers and stakeholders from diverse linguistic and cultural backgrounds.
- Certifications: Relevant certifications or qualifications, such as customer service or operational management certifications, with a commitment to ongoing learning and professional development.
Skills and Competencies
- Customer Focus: Strong customer focus, with a commitment to delivering exceptional customer experiences and exceeding customer expectations.
- Operational Excellence: Strong operational skills, with a focus on efficiency, quality, and precision, and a commitment to continuous improvement and process optimization.
- Communication: Excellent communication skills, with the ability to communicate effectively with customers, colleagues, and stakeholders at all levels.
- Problem-Solving: Strong problem-solving skills, with a proactive approach to resolving issues efficiently and effectively.
- Adaptability: Flexibility and adaptability, with a willingness to work collaboratively and flexibly to meet the needs of the business.
- Teamwork: Collaborative mindset, with the ability to work effectively with diverse stakeholders, including customers, colleagues, and external partners.
Career Growth and Development
At blithequark, we are committed to supporting the career growth and development of our employees, providing opportunities for training, mentoring, and professional development. As a Customer Operations Specialist, you will have access to a range of learning and development opportunities, including:
- Bespoke Training: Bespoke training programs, designed to meet the specific needs of the business and the individual.
- Mentoring: Mentoring platforms, providing opportunities for employees to learn from experienced colleagues and industry experts.
- LinkedIn Learning: On-demand access to thousands of courses on LinkedIn Learning, providing opportunities for employees to develop new skills and knowledge.
- Internal Job Moves: Opportunities for internal job moves, providing employees with the chance to develop their careers and take on new challenges.
Work Environment and Company Culture
At blithequark, we pride ourselves on our vibrant and inclusive company culture, with a strong focus on diversity, equality, and employee well-being. As a Customer Operations Specialist, you will be part of a dynamic and supportive team, with opportunities to collaborate with colleagues from diverse backgrounds and disciplines. Our company culture is built on the following values:
- Freedom and Flexibility: We trust our employees to work flexibly and autonomously, providing the freedom to balance work and personal life.
- Great Community: We foster a welcoming and inclusive culture, with opportunities for socialization, collaboration, and community engagement.
- Broader Impact: We encourage our employees to make a positive impact on the world, providing opportunities for volunteering, charity work, and community engagement.
- Career Opportunity: We provide opportunities for career growth and development, with a focus on supporting the ongoing learning and professional development of our employees.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support the well-being and career growth of our employees. These include:
- Flexible Working: Flexible working arrangements, including remote work options and flexible hours.
- Personal Benefits: A range of personal benefits, including private medical cover, health and wellness programs, and access to mental health support.
- ShareMatch Scheme: A ShareMatch scheme, providing employees with the opportunity to become blithequark shareholders.
- Recognition and Rewards: Opportunities for recognition and reward, including global awards and kudos programs.
- Time Out: Generous annual leave entitlement, including 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year.
Conclusion
If you are a customer-focused and operationally-minded professional, looking for a challenging and rewarding role in a dynamic and supportive environment, we encourage you to apply for the Customer Operations Specialist position at blithequark. With a strong focus on customer service, operational excellence, and employee well-being, blithequark is the perfect place to develop your career and make a real impact. Don’t miss this opportunity to join our vibrant and inclusive community, and apply today to become a part of the blithequark team.
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