Customer Support Lead

3 months ago

London, United Kingdom CDP Worldwide Full time

CDP is seeking a motivated and organized individual with a background in delivering great customer service and helpdesk management to join our vibrant Disclosure Operations Team.

This is an exciting opportunity to contribute significantly to the vital work of CDP by managing the global helpdesk that supports over 14,000 companies, cities, and states and regions who use our disclosure platform to report their sustainability data. You will be self-motivated, proactive, comfortable working with data and IT systems, have a good eye for detail and the ability to get things done.

You will be a strong team player, committed to the overall success of the organization, and value providing effective, efficient support at a high standard.

**Job purpose/summary**

This role supports the effective delivery of CDP’s core disclosure operations for corporations and cities, states and regions. You will work closely with the Senior Managers to ensure CDP’s global disclosure support systems are supporting disclosers in a timely and effective manner, meeting prescribed standards and KPIs.

You will monitor and manage the performance of the global case management system, identifying improvements and working with internal stakeholders to ensure it is meeting their requirements.

**Key responsibilities**
- Working with the Senior Managers and across teams, ensure CDP’s global case management system is supporting disclosers and internal customers in a timely and effective manner
- Provide oversight and control of the use of the case management system across CDP.
- Be a point of escalation for discloser support queries
- Directly support responses to queries relating to CDP questionnaires and online systems via CDP’s case management system and other support channels from corporations and cities, states and regions
- Develop and improve processes and procedures, documentation and support materials relating to the use of D365 Case Management and delivery of an internal disclosure training platform
- Database management and performance of CRM actions in support of user issue resolution
- The precise description and nature of your job may be varied from time to time, and you may be required to carry out other duties as necessary to meet business needs.

**Required skills and experience**
- Working with a diverse range of business stakeholders in support of service delivery, both internal colleagues and external users.
- A proactive, positive and enthusiastic team player with a high level of self-motivation and drive
- Strong communication and collaboration skills
- Demonstrable ability to process and communicate complex information
- Experience in leading on projects and/or processes within a team
- Excellent problem-solving skills
- Excellent time management skills and an ability to meet deadlines under pressure
- Meticulous attention to detail and commitment to achieving high standards
- Ability to quickly grasp and master new IT systems including high level of proficiency in MS Office and database fluency

**Desirable skills and experience**
- Ideally at least 2 years’ experience in a similar role; customer service, technical support or related.
- Experience with Dynamics365 CRM and customer support software
- An interest in working for an environmental NGO and an understanding of and desire to promote corporate sustainability
- Successful experience in delivering training
- Multilingual fluency is an advantage, particularly in Latin American Spanish, Brazilian Portuguese, Chinese or Korean

**Benefits**: £30,626 to £33,000 per annum. 30 days holiday, non-contributory pension provision after 3 months employment.

Interested applicants must be eligible to work legally in the UK permanently

The role is part of our global Disclosure Operations team working in a hybrid environment including work from home capability.

**Closing Date**

**Before you apply

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