Product Support Executive

4 weeks ago

Birmingham, United Kingdom RICS Full time

Job Purpose

The Product Support executive role will provide administrative support for the successful and effective delivery of global B2C and B2B products. Products will include (but not limited to) training programmes and conferences (which form our Knowledge and Competence Subscriptions - K&C), and online information services.

Reporting to the Product Delivery Manager you will work closely with the product teams and the Membership Engagement team to deliver excellent global customer service

**Key Achievements & Responsibilities**
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.
- With all processes work to an established service level agreement and achieve company set KPIs
- Support on the coordination and the effective delivery of an annual programme of commercial and non-commercial products
- Provide 2nd line customer support via dedicated phone line and inbox
- Subscriber / delegate management - responding to queries from customers globally. Examples being resolving licence access and password resets, handle refund requests and processing, enrolling delegates to courses
- Maintain course pages within our Learner Management System (LMS)
- Customer data - Collaborate with internal teams to ensure customer details and accounts are accurate on CE
- Assist with speaker/trainer/author onboarding and longer-term management - contracts, scheduling, payments.
- Project support as required for example on RICS Awards and B2B training programmes
- Hosting digital products/events with our online delivery platforms
- Arranging meetings as required and effective minute taking

Expected Outcomes
- Product delivery team supported in line with delivery framework and service level agreements
- Overall global operational performance of RICS products are to agreed objectives, plan and global budgets and meeting customer service standards
- Work collaboratively with stakeholders to deliver impactful products
- Wider Product team supported to progress operational tasks

**Experience Required**
Experience / Skills Required
- Strong experience in product administration and customer support
- 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.

**Additional Information**
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**:

- Private Medical Insurance
- Income protection
- Life assurance
- Aviva Group Personal Pension (matched to 9%)
- Hybrid Working

This role can be performed with a hybrid working arrangement which balances working from home and your contracted office. It is expected that regular attendance in the office will be required in line with team needs.

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