Customer Solutions Executive (JR101835)

At Clarion, our people are at the absolute heart of what we do. We’re proud that our core values of PASSION, CARE, IMAGINATION, and TRUST define the way we carry out our work across all of our exhibitions and conferences.

If you share our values and want to be a part of a successful, dynamic, and creative global business then we want to hear from you.

The Opportunity:

We have an exciting opportunity in the Defence & Security portfolio for a Customer Solutions Executive to join the team. The role involves becoming an integral part of our show’s delivery, as our customer solutions team is the first point of contact for all customer enquiries. You will play a vital role in ensuring that our customers have a positive experience and receive personalised top-level customer service.

This role would suit an effective communicator with a passion for customer experience. You must be able to prioritise and effectively manage a heavy workload, whilst dealing with a broad range of people at every level. The ideal candidate must have the aspiration to build strong relationships with the team and our customers. The candidate will collaborate with the wider team to ensure we are uniform with the information we provide our customers. The day-to-day responsibilities of this role, include but are not limited to the management of customer enquiries via the Freshdesk platform, updating the FAQ database, resolving customer queries, and ensuring all queries are answered accurately and professionally to a high standard.

If you thrive on working with and assisting people directly, in a fast paced, agile and customer focused environment then this is the perfect role for you.

Key Responsibilities:

• Responding to all customer queries using the Freshdesk platform in a timely manner, responded to within the allotted SLA, and the information provide is helpful, accurate and personalised.
• Pre-empting customer pain points, finding solutions and feeding back to the wider team. Providing feedback on the efficiency of the customer solutions process and contributing to the development of policies and procedures.
• Collaborating cross functionally to resolve customer queries, ensuring that any information provided by other departments is converted into knowledge-based articles, canned responses, or scenario automation.
• Keeping a record of reported issues and refund requests, ensuring all processes are adhered to and followed, to ensure adequate record keeping.
• Joining weekly / monthly & quarterly meetings as required, to understand the event management process, to better assist customers.
• Managing your time and working effectively, answering customer queries over chatbots, email, telephone, and face-to-face, concurrently.
• Assisting in the documenting of processes for training, education, and business awareness.
• Owning the updating and compiling of customer facing knowledge-based articles for our events
• Attending our events to provide exceptional face-to-face customer service, whilst providing support over telephone, email and chatbot.
• Assisting the customer service team in different portfolios across the Clarion business.

Knowledge, Skills & Behaviours:

• Prioritise the needs of the customer above all else and maintain an excellent level of customer service.
• Be friendly, polite, professional, and flexible.
• Resilience and adaptability are key components needed to be successful in this role.
• Able to meet deadlines, work under pressure.
• You must be organised, and able to work on multiple events concurrently.
• Prepared to go above and beyond for the team, including working long hours, when necessary, in the run up to an event. You may be required to work weekends and bank holidays.
• Excellent communication skills (written and verbal).
• Must be able to prioritise tasks and meet SLAs.
• Have an ability to understand and pre-empt customer needs.
• Second language is an advantage.
• Knowledge and use of the Freshdesk system would be advantageous.

About Clarion Events

Clarion Events is one of the world’s leading event organisers, producing and delivering innovative and market-leading events since 1947. (https://clarionevents.com/welcome)

Clarion Events embrace diversity and equal opportunities in all that we do. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world’s leading global investment funds, investing capital for the long term to build successful, resilient businesses. (https://www.blackstone.com/) 

Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count.

Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

• 25 days’ holiday plus bank holidays
• End of year wellbeing shutdown (closed for the last week of the year)
• Celebration day off (e.g. birthday, Diwali, Eid, etc)
• Summer Hours in August (3pm finish on Fridays)
• Helping Our World (HOW) Days – one paid day per quarter to carry out charity work
• Pension Scheme
• Private Medical Insurance
• Health Cash Plan
• Wellbeing Library (MYNDUP)
• Mentoring Programme
• Subsidised Café
• Season Ticket Loan
• Cycle to Work Schemes
• Free on-site gym and shower facilities
• Free eyesight tests
• Free flu vaccination – offered on site once a year for all employees