Product Support Executive

4 weeks ago

Birmingham, United Kingdom RICS Full time

**Product Support Executive - Training and Conference Products**

**Location**: Birmingham/Hybrid - Blend of office and home working

**Job type**: Permanent

**Job Purpose**

As a Product Support Executive you will provide administrative support for the successful and effective delivery of RICS global B2C and B2B products. Products will include training programmes and conferences (which form our Knowledge and Competence Subscriptions), and online information services to members.

**Key Responsibilities**
- Collaborate across the Product Delivery Team to ensure we are realising efficiencies, evaluating our products and developing a cycle of continuous feedback and improvement
- Support on the coordination and the effective delivery of an annual programme of commercial and non-commercial products
- Responding to queries from customers globally and concisely and accurately log support request information, resolution and any follow-up within a timely manner
- Oversee events/data input on CE - ensuring product information alignment between CE and rics.org and ensuring all events are published within the agreed timescale
- Maintain course pages within our Learner Management System (LMS)
- Resolve licence access and password resets etc.
- Handle refund requests and processing
- Handle invoicing and purchase order processing
- Customer data - Collaborate with internal teams to ensure customer details and accounts are accurate on CRM
- Assist with speaker/trainer/author onboarding and longer-term management - contracts, scheduling, payments, update reporting
- Hosting digital products/events with our online delivery platforms
- Arranging meetings as required and effective minute taking
- With all processes, work to an established service level agreement and achieve company set KPIs
- Effective and collaborative relationship building with both internal and external stakeholders
- Quality Assurance - ensuring consistent delivery throughout the team

**Experience / Skills Required**
- Strong experience in product administration and customer support
- A background in training, events and conferences is preferred
- Culturally aware with the ability to operate effectively in a global role and work with teams from diverse cultural backgrounds and expertise
- Highly organised and methodical approach with experience of working in a fast-paced constantly changing environment
- Ability to prioritise workload
- Working collaboratively with colleagues in a matrix environment
- Customer focused, with the ability to build effective and trusted working relationships
- Good interpersonal and communication skills, confident with all stakeholders
- Some IT based skills would be an advantage, such as working with a Learner Management System, CE, Jadu.

**Who Are We?**

As a globally recognised professional body, everything we do is designed to effect positive change in the built and natural environments.

Through our respected global standards, leading professional progression and our trusted data and insight, we promote and enforce the highest professional standards in the development and management of land, real estate, construction and infrastructure. Our work with others provides a foundation for confident markets, pioneers better places to live and work and is a force for positive social impact.

With over 134,000 highly qualified trainees and professionals, and offices in every significant financial market, we are ideally placed to influence policy and embed our standards within local marketplaces in order to protect consumers and businesses. In doing so, we can innovate and progress the development of spaces and places so they are fit for future generations, in addition to the challenges faced in the present.

**Benefits**
- Hybrid Working - this role can be performed with a hybrid working arrangement balancing working from home and the office. As this role is contractually based in our Birmingham office, it is expected that regular attendance in the office will be required in line with business, department and team needs
- Private Medical Insurance
- Income protection
- Life assurance
- Aviva Group Personal Pension (matched to 9%)

Please make sure you have the correct right to work in the country the role resides in.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Life insurance
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Birmingham, B3 2AA

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