Customer Support Apprentice, Conferences Twickenham, England
Job description
Haymarket is a successful international specialist media company. We have over 60 market-leading brands in the consumer and B2B markets across the UK, US, Asia, India and Germany, connecting people and communities across digital, print, festivals, awards, conferences, and exhibitions.
As a global business operating in diverse markets, we are inherently multicultural and we are committed to attracting, developing and retaining talent who reflect the communities we serve. We equally recognise our broader responsibility to society as a whole and use our power and influence to drive diversity, equity and inclusion within our markets.
The Haymarket Skills Academy provides unparalleled opportunities in media. Our award winning apprenticeships are a fantastic way to gain industry experience whilst also receiving an accredited qualification.
As part of our next intake of apprentices we are now looking for a Customer Support Apprentice to join our Conference team who will complete a Customer Service qualification.
The Customer Support Apprentice is part of a team responsible for communication with delegates attending or potentially attending both live and digital events for our Haymarket conferences and for external clients. The role includes prompt response to email enquiries, immaculate filing, answering calls and dealing with enquiries over the phone, taking bookings and setting up booking websites on our event software. Additional ad hoc administrative duties form part of the role to include taking payments, issuing refunds, completing supplier request forms and sending letters of invitation to overseas customers who require a visa.
Five sustainability principles (Reduction, Inclusion, Transparency, Ethics, and Value) govern our events and all team members are expected to demonstrate and uphold these principles in their own work.
Key accountabilities:
Call and Email Response
Respond to calls in a timely manner
Monitor several in-boxes
File or label all emails efficiently
Forward emails to colleagues and stakeholders within the company, and manage responses
Aim to achieve a score of 10/10 for customer satisfaction after a call or email
Financial Control
Ensure failed card payments are collected
Liaise with the Credit Control Department to assist with invoices
Administration
Build event booking sites on Eventsforce to an agreed timing
Issue letters of invitation within 24 hours of request
Accurately complete supplier request forms
Work closely with the event operations team to inform of any delegate requirements (e.g. disability adjustments/ dietary)
Run ad hoc reports from our event booking software to internal stakeholders and external clients
File or label all emails efficiently
Request accommodation listings and advise delegates when the link is available
Send ad hoc emails to delegates with new event information
Sustainability
Follow company policies, procedures and principles relevant to sustainability at all times
Skills and experience
Meticulous attention to detail and the ability to manage the administration of several events simultaneously
Proactive, enthusiastic approach to meeting event objectives and a can-do attitude to work in general
Excellent time management and ability to prioritise workloads
Fluency in English, both written and spoken
Familiarity with Microsoft Office and Google suite advantageous but not essential
Full training on Eventsforce event software will be given.
The above job description is intended as a guide to the main responsibilities of the position and is not an exhaustive list of duties and tasks.
Apprenticeship Qualification
As part of this role, you will complete a Level 3 Customer Service qualification over 18 months.
As part of the qualification you will be given 20% of your working week to dedicate to the course and will be given the support of industry expert coaches in monthly 1:1 sessions.
This course is fully funded by Haymarket.
Required qualifications
English and maths plus three other GCSE’s or equivalent in any subject at Grade A-C (9-4)
Why work with us?
People are our greatest asset here at Haymarket Media Group. Haymarket is a media, information and data business, we use our expertise in media and information to inspire, inform and empower our clients, audiences and communities. We are a socially and environmentally responsible business. As we serve our audiences, clients and communities, we are committed to driving the meaningful change necessary to build a better world. The principles of diversity, inclusion, respect, responsibility and sustainability are at the heart of our business.
We’re hard-wired to produce remarkable content for our audiences, with over 16,000 companies around the globe turning to us to help their businesses grow. Join us and you will work on market-leading brands to help create powerful and lasting relationships that deliver real results, all while developing your own career.
Our conveniently located Twickenham HQ is home to around 600 employees with a vast array of careers from journalism, video, marketing, sales and events to technology, digital development and product management.
As well as being the home of English rugby, Twickenham has the benefit of being less than 30 minutes from central London but also enjoying its riverside location, proximity to Richmond Park and a buzzing social scene.
With flexible hours, great brands, and a modern open plan environment, we attract great people. There’s time for you to get involved in our extra-curricular activities too; from volunteering with our charity partners, going for a lunch-time riverside run, cycling around Richmond Park or after work fun!
Our team culture is friendly, vibrant and sociable. We nurture, support and reward our talent. We offer a market-leading benefits programme, tailored to individual needs and preferences. The range of benefits are vast and include a generous pension plan, life assurance, up to 30 days holiday and a fabulous income protection policy. Oh, and our annual employee party is pretty special too!
Our benefits include:
Competitive salary
Comprehensive training and career development programme
25 days holiday per year excluding bank holidays (increasing 1 day per year of service up to 30 days)
Flexible working schedule (core hours from 11-3)
Generous contributory pension scheme
Access to Perkbox
Health Cash Plan
Family friendly policies
Cycle to Work scheme
Employee Assistance Programme
Season ticket loan
Regular individual and team rewards and incentives for outstanding performance
We want to support our people to balance their personal and professional lives and we believe our range of benefits encourages this. We feel that nothing beats face-time with our colleagues and we’ve therefore adopted a blended working model where full time employees can expect to spend 3 days of their week in the office and the other 2 working at a location of their choice.
As a global business operating in diverse markets, Haymarket is inherently multicultural. Globally we are committed to attracting, developing and retaining talent who reflect the communities we serve. We equally recognise our broader responsibility to society as a whole. We will use our power and influence to drive diversity, equity and inclusion within our markets.
As such, we are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.
If you need any reasonable adjustments to enable you to fully participate in the recruitment process, please contact us at [email protected].
Come and join us and see for yourself how Haymarket is a rewarding and exciting place to work.
