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Franchisee Support Desk Advisor – German Language required FTC
2 weeks ago
Franchisee Support Desk Advisor German Language required FTC
High Wycombe HP11 2EE
Hybrid working - 3 days office based
IPC International, the purchasing and supply chain organisation for Subway Franchisees in Europe, has an excellent opportunity for a Franchisee Support Desk Advisor to join our Franchisee Engagement Team on a 6-month FTC.
The role
To provide an excellent customer service to support Franchisees and our internal teams.
Accountable for
- Log all incoming enquiries through the Support Desk into the relevant system(s) accurately and in a timely manner, working towards company SLAs
- Maintain the confidentiality of personal data in line with GDPR regulations
- Co-ordinate the capture of all franchisee support issues and facilitate resolution with IPC International 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 Support Desk system and access the system(s) each business day to ensure that any open tasks are acknowledged/updated/resolved
- Take responsibility for the identification of any evident complaint trends. Alert relevant IPC International parties as necessary in the event of issues of a similar or business critical nature being identified
- 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
- Facilitate and administer system updates to franchisee store changes where necessary e.g. store transfers, careers website
- Ad hoc / reactive tasks as required and completed within agreed timescales
- Accurate completion of reports
- Analyse issues effectively and identify trends
- Always maintaining an excellent and professional customer service
What is important to us
Our culture and values are at the heart of everything we do and are an important part of our hiring process.
Our three 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.
We actively support diversity, equity and inclusion and make sure that our employees are valued and treated with dignity and respect. We encourage everyone in our business to reach their potential.
About us
IPC International, created by bringing together two strong teams, IPC EMEA and IPC Asia Pacific, is a go-to and trusted supply chain partner, with over 20 years proven experience supporting Subway Franchisees and rapidly scaling store growth across complex markets.
With international coverage through our vast supplier and distributor base, and an unmatched portfolio of services, we support the end-to-end supply chain. All of this is powered by great people, execution and technology.
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