Franchisee Support Desk Advisor

6 months ago

High Wycombe, United Kingdom IPC Europe Full time

**Franchisee Support Desk Advisor - German Speaking - 6 month Contract**

**Hybrid Working - 3 days in office, High Wycombe**

**The Role**

Fluent written and spoken German and English is required.

**Tasks at a glance**
- Log all incoming enquiries through the Support Desk into the relevant system accurately and in a timely manner
- Co-ordinate the capture of all Franchisee support issues and facilitate resolution with IPC EMEA teams and/or external suppliers as appropriate
- Co-ordinate and report on the relevant investigative feedback and responses for enquiries, via all available communication channels ensure efficient stakeholder management
- Monitor product escalations from within the system, open tasks are acknowledged, updated and resolved
- Take responsibility for the identification of any evident complaint trends. Alert relevant IPC EMEA parties as necessary in the event of issues of a similar or business critical nature being identified
- Facilitate and administer system updates to Franchisee store changes where necessary e.g. store transfers, careers website
- Accurate completion of reports
- Analyse issues effectively and identify trends
- Always maintaining an excellent and professional customer service
- Use systems available to generate reports to aid performance management of suppliers and distributors and ensure SLAs are maintained in regard to resolution times
- Utilise tools available to locate information relating to enquiries via internal sources and supplier relationships

**Our Values**

Our culture and values are at the heart of everything we do at IPC EMEA.
- We demonstrate our values every day and feel proud to be a part of the team.
- We thrive as our authentic selves with inclusivity at the heart of everything we do. - We create a developmental environment to encourage continuous growth
- We keep our people in mind when making decisions
- We recognise the importance of achieving balance across all areas of our lives.

Through conversations with colleagues across the organisation and with our Culture Champions our values are:

- We are empowered, we have the freedom to make a difference together.
- We collaborate. We trust and depend on each other. We contribute. We succeed together.
- We deliver on our commitments. We deliver on our commitments together, individually, today and tomorrow.

**About us**

Subway® is one of the fastest growing Franchise networks in the world and the largest submarine sandwich chain, with more than 41,500 stores more than 4,800 of which are in Europe.

IPC EMEA, (formally IPC Europe), is a non-profit making organisation owned by Subway Franchisees in Europe. The organisation was established in 2001 to enable Subway Franchisees to benefit from the discounts that come from purchasing and supplying products in large volumes. Over time, the breadth of the services we provide, and our geographic reach has grown.

Our scope now goes beyond purchasing and supply chain management as we seek to have a positive impact on every Franchisees P&L, wherever possible. We work with service providers to offer Franchisees a range of optional services such as Wi-Fi, energy, pest control and card payments. Our aim is to ensure we select the best providers, offering the best quality services at competitive rates.

We also provide a range of in-house support services, value-add initiatives and retail technology solutions for restaurant teams to help with day-to-day operations.

Today, IPC EMEA operates on a global, regional, and local level to source high quality products at the best value for Franchisees, managing over £1.5 billion worth of contracts and partnering with other IPCs across the world where it makes sense to do so, to get the best possible service and prices.

We remain as focused on our mission today as we did 20 years ago, to help Subway Franchisees be more profitable and competitive today and for the future.

**Location**

We are based in our High Wycombe offices, with superb public transport links, walking distance to the Bus and Train Stations, we also provide onsite parking for staff.

What we offer in return:

- A collaborative, fun, friendly environment
- Excellent salary, bonus and benefits package
- Excellent training and development programme
- Opportunities for career development
- Summer and winter events
- Annual employee awards

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