The Consultant will work closely with the Awards Partner and Awards Lead in being part of our customer-facing team delivering premium customer engagement and service for the European focused awards show.
The role is pivotal to the smooth running of the Awards Engagement function and helping grow our customer base and entries. The candidate will represent our brand values in all areas and share our ambition to maintain an award winning centre of creative excellence.
Key accountabilities
- Collaborate on customer engagement and customer service with one other Awards Consultant.
- Generate entries for the festival by helping customers understand the Awards structure, rules and entry process.
- Learn our entry system, website and downloadable documents to be able to assist customers with general and specific queries.
- Build and nurture robust relationships with new and existing customers through video or phone calls and emails by
- Gaining an understanding of their business and motivations to enter our awards.
- Understanding and be able to express the value of our Awards and customer services
- Engaging in cross-selling relevant awards category suggestions to customers in need of assistance.
- Informing customers of new initiatives within the Awards and encouraging entrants to begin the entry process as the deadline approaches.
- At the same time you will be able to answer general questions about the entry process and offer guidance where applicable or necessary.
- Assist customers in assessing which of their partially completed entries will be submitted and deleting those which will not.
- Assist customers who request an extension on the time to submit entries.
- Monitor our awards inbox and calls, being the first point of call for companies entering into Awards.
- Assist in tasks and client relations associated with withdrawals and entry changes.
- Daily catch-ups with Awards Engagement team to align on customer interactions and prepare for any upcoming surges in workload.
- Work collaboratively with the wider Engagement team to anticipate customer needs and deliver one coherent message.
- Providing daily and weekly updates on customers and engagement activities.
- You will be expected to call companies from across Europe. The calls will be in English therefore, your spoken English must be impeccable.
- You will be expected to follow up calls with emails, possibly providing further information.
Experience
- You should have previous proven experience in either market research, telemarketing, telesales, or telephone interviewing in a business to business capacity. In this role you will be contacting both new business and existing clients.
- The ideal person will have hands-on experience with talking to customers over the phone on a daily basis exploring their business objectives and understanding their needs. This will entail building valuable relationships with professionals of all levels thus a confident and courteous phone manner is required.
- Knowledge of the creative communications industry is preferred and, whether or not you have a relevant Arts / Media Degree, a passion for creativity is essential
- Ideal: a thorough understanding of the wider branded communications landscape.
Handle actively welcomes applicants from under-represented backgrounds
PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then you have not been shortlisted for the position you have applied for.
