Customer Support Executive

OVERVIEW

What’s the fastest game bird in Europe? This was the question that inspired the founding of Guinness World Records (GWR) back in 1955. Starting with a single book published from a room above a gym, GWR has grown to become a global multimedia brand, with offices in London, New York, Beijing, Tokyo, and Dubai. Today, we deliver world-class content, not just through books, but via TV shows, social media,, and live events.

Your days will be varied, and you will build knowledge in topics you never imagined, so if you are a solution oriented, creative thinker and have a thirst to continuously learn then this could be the job for you!

Also the bird was the Golden Plover. In case you were wondering…

The Customer Services Executive role sits within the Customer Record Support Team. This team are responsible for processing standard applications in line with our values, ensuring that customers receive a positive experience during their record-breaking journey. They are also responsible for customer enquiries that come into the business, which can be extremely wide ranging.

ESSENTIAL DUTIES AND RESPONSIBILITES

Application processing

· Review and send guidelines for any “free” applications that are not automated.

· Review new title applications in line with our standard criteria and redirect to internal teams as appropriate.

· Reviewing record evidence, identifying potential issues, discrepancies and fabrications. Approving the record on the Records Management System, correctly writing record text and creative further information.

Customer Service

· Responding appropriately to requests for routine information. Processing general enquiries, within the SLA's, referring customers to the right channel. Ensure data and records are kept up to date and accurate.

· Acting as first contact for complaints resolution, acknowledging concerns and providing initial response, escalating any medium or high-risk complaints and keep a written log of the situation.

Research and Analysis

· Participating in brainstorms, internal requests and road testing to establish new record titles and categories.

Additional responsibilities

· Participating at events as a coach, expert witness, to ensure guidelines are followed and being a brand ambassador (embodying Guinness World Records values)

· Work with the rest of the team to continuously improve the service provided.

KNOWLEDGE, SKILLS, AND ABILITIES

· Ability to communicate with people from all walks of life from across the world.

· Ability to work under pressure in a dynamic environment.

· Detail oriented.

· A pro-active and can-do attitude.

· Enthusiastic with a passion for the GWR brand and vision.

LIFE AT GWR

Whether we’re verifying records, creating content or publishing our world-famous book, we can honestly say that at GWR no two days are the same! We work across a wide range of products and business areas, and the people that we meet and work with inspire us daily.

So, whether working from home, in the office, or even on site at a record attempt, we pride ourselves in having a sense of fun, adventure, curiosity and passion - much like our record-holders.

Below are a sample of our benefits:

• GWR has embraced hybrid working, and you have the choice to either work in our lovely office near Tottenham Court Road, from your home or the local coffee shop. Where and how you work, is up to you. All we ask is that you complete your projects on time.
• We offer 25 days plus the usual bank holidays, per year. We also offer two volunteer days that can be used for GWR charitable causes or your own.
• During the months of May and early September, we have Summer Fridays and finish at 1pm. In the Winter, we finish at 4pm.
• We take developing our people seriously. If you want to gain an industry certification, we offer a sponsored study scheme where we support you with the cost and give you time off to study. We also have a GWR subscription to LinkedIn learning and we run internal training.
• We know that sometimes people are unwell, and we have a good private medical scheme on offer to our people. We also have an employee assistance programme that is confidential and supportive in times of need.
• GWR has been on a diversity, inclusion and belonging journey; over the past few years we have made considerable changes for the better, to ensure everyone feels welcomed and included at GWR. These steps range from inclusive policies and procedures and celebrating diversity through events for example celebrating PRIDE, Black History Month and Diwali, and partnering with Mencap through their internship programme.
• We are very social, and through various online and in-real-life events, you will meet and hopefully create long lasting friendships. Our People and Culture team work hard to ensure that everyone who works for GWR, has FUN because that’s one of our core five values!.

WE LIVE BY OUR VALUES

• Integrity of our records, assessing claims with objectivity and enthusiasm and free from prejudice or bias. This integrity extends to our people, the way we act, the way we do business and the way we make decisions.
• Respect for our record holders and challengers, our brand, our people, our business partners and our owner.
• Inclusiveness is central to achieving our Vision. We believe in offering record-breaking for everyone, everywhere.
• Passion in our enthusiasm about records and record holders, our brand and purpose, our people, and how we demonstrate that in our work and to our customers.
• Fun is part of everything we do. It is one of the reasons we are here and will always be at the heart of how we behave.

OUR COMMITMENT

Guinness World Records is an equal opportunity employer. We strive to be a diverse workforce that is representative of our audiences, and where everyone can thrive and belong. We are committed to including people with a variety of voices, identities, backgrounds, experiences, abilities and perspectives. We are determined to ensure that no applicant, freelancer or employee receives less favorable treatment on the grounds of race, disability age, religion, sexual orientation, veteran status or marital status, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable