Customer Support Executive 6-8 Months FTC

Institute of Grocery Distribution; Watford; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Bonus scheme

Buy/sell annual leave

Medical insurance

Job summary

IGD in Watford operates a hybrid model with home and office work. As a Customer Support Executive, you will assist customers with inquiries, resolve issues, process sales orders, and manage subscriptions.

You will maintain accurate CRM records, collaborate with client success, insights and marketing teams, and ensure a seamless, high‑quality customer experience. This role rewards accuracy, empathy, and proactive problem solving to build loyalty and support the company’s growth.

Qualifications

• Previous customer service or order processing experience.
• Experience with CRM software or customer management tools.
• Strong written and verbal communication.
• Ability to work in a fast-paced environment with multiple priorities.

Responsibilities

• Respond to customer inquiries via phone and email.
• Process orders accurately and efficiently.
• Manage subscriptions and onboarding of new users.
• Maintain and update CRM with accurate customer info.
• Resolve complaints and maintain customer loyalty.
• Collaborate with client success, insights and marketing teams.
• Manage a select group of accounts.
• Follow up to ensure issues are resolved.
• Provide feedback for process improvements.

Skills

Customer service

Sales order processing

Subscription management

CRM software

Communication skills

Microsoft Office

Education

Bachelor's degree preferred

Tools

CRM systems

Microsoft Excel

Job description

At IGD,we’reproud 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’swhere you come in.

We’relooking for aCustomer Support Executivewho willbe responsible forassistingcustomers with inquiries, resolving complaints, processing sales orders, managing subscriptions, and ensuring the CRM database is keptup to datewithaccurate customer information. The ideal candidate is detail-oriented, organised, and capable of handling multiple tasks while providing exceptional service and support to our customers and client success team.

Whatyou’lldo

• Customer Support:Respond to customer inquiries via phone, email, andourAskIGDserviceina timelyand professional manner.
• Sales Order Processing:Process customer orders accurately and efficiently, ensuring correctproduct,serviceandbilling details.
• Subscription Management:Oversee subscription services by onboardingnew users, resolving any issues, andfacilitatingthe setup of web subscriptions, ensuring a smooth and efficient experience for customers.
• CRM Management:Maintainand update the CRM database withaccuratecustomer information.
• Issue Resolution:Resolve customer complaints and issues quickly and effectively, ensuring a positive outcome andmaintainingcustomer loyalty.
• Product Knowledge:Continuously stay updated on product,services, and industry trends to provide customers with the best support.
• Collaboration:Work closely with theclient success,Insightandmarketing teams to ensure seamlesscustomer experience, drivinghigh levelsof customer satisfaction.
• Account Management:Manage a select group of accounts, supported by an account-based marketing program, to ensure tailored service andoptimizeclient relationships.
• Follow-up:Ensure follow-up with customers to guarantee their issues are resolved, subscriptions areproperly managed, and they are satisfied with their overall experience.
• Feedback:Provide insights to management on customer feedback and areas for process improvements.

Whatwe’relooking for

• Previousexperience in customer service, sales order processing, or subscription management is preferred.
• A degree qualification isdesiredbut notessential
• Experience using CRM software or customer management tools.
• Strong verbal and written communication skills.
• Ability to work efficiently in a fast-paced environment, managing multiple priorities.
• Detail-oriented with a strong ability tomaintainaccuracy when processing orders and updating databases.
• Proactive and self-motivated with a focus on customer satisfaction.
• Ability to handle difficult customer situations with professionalism and empathy.
• Basic computer skills, includingproficiencywith Microsoft Office and CRM tools.

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 areoperatinga 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 fromCentral London.

Our behaviours

We’rehungry for better

We solve it together

We make it happen

We say what needs to be said

More about our people

We’relooking for inspiring professionals; talented people whoseekpersonal and career growth and are ambitious to develop their potential and unlock opportunities for society, for ourclientsand themselves.

Weseekand attract thevery bestpeople 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.Pleasediscuss any adjustments that you mayrequirethroughout theselectionand assessment process.

More about IGD

We are a strategicinsight foresight and learning organisation. Here to unite the industry andbenefit 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. Byprovidingevidence-based insights, credible research, and strategic foresight, we help organisations make informed decisions thatbenefittheir operationsandcontribute to the collective good of society.