About this role
What you will do to succeed
Customer Experience Excellence
Deliver a proactive, responsive, and human-centred service that aligns with our Customer Experience strategy.Take ownership of customer interactions and be empowered to make decisions that prioritise what’s right for the customer, balancing process with practicality.Coordinate and support learning event logistics, order processing, customer queries, and reporting.Support critical customer journeys such as onboarding, ensuring a smooth and engaging experience that sets customers up for long-term success.Champion the voice of the customer by owning resolutions and following through with excellence.Identify opportunities for upselling or cross-selling, ensuring these are followed through in collaboration with Sales and Customer Success colleagues to deliver measurable commercial outcomes.Pod-Based Support
Work as part of a high-performing pod aligned to a region, set of customers or accounts, enabling more personal, relationship-based support.Collaborate closely with Customer Experience Team Leaders and Manager, Sales Account Managers, and regional colleagues to deliver wraparound service that reflects a globally consistent, locally loved model.As part of the wider Customer Success function, you’ll contribute to a shared service mindset stepping in to support colleagues and customers across teams and geographies where needed.Systems, Data & Process
Maintain accurate customer and order data within our platforms (e.g. D365), ensuring records are timely, true, and complete.Monitor shared mailboxes, resolve or escalate issues, and support day-to-day operational service levels.Analyse and interpret basic data to track customer needs and support continuous improvement.Creativity & Collaboration
Spot inefficiencies and process challenges and contribute ideas to enhance the customer experience.Translate customer insights into opportunities for added value whether through improved service, additional products, or wider solutions helping customers get the most from their relationship with Insights.Collaborate with colleagues across Customer Experience and beyond to co-create innovative solutions.Embrace a growth mindset, adapting to change and continuously seeking better ways of working.What You’ll Do as a Team Member
Actively contribute to a high-performing team culture by supporting colleagues, sharing ideas, and celebrating success.Take accountability for your own workload, performance, and development.Engage with regular coaching and development conversations to improve your skills and impact.Step into support team members across time zones or regions where capacity or priorities require additional help.Success Measures
High levels of customer satisfaction (CSAT/NPS) across all touchpointsSLA achievement, including first response time and resolution timeAccurate and timely data entry, order processing, and event logisticsActive contribution to service improvement initiatives and shared best practicesPositive feedback from internal stakeholders and collaboration across pods and regionsEvidence of value-add through upselling/cross-selling opportunities identified and converted into commercial resultsHow you will show up
Customer-first mindset: You genuinely care about delivering brilliant service and ensuring every customer feels valued and supported.Empowered and accountable: You take ownership of interactions and outcomes, balancing process with practical decision-making.Collaborative team player: You thrive in a pod-based model, sharing knowledge, supporting colleagues, and celebrating collective success.Adaptable and resilient: You remain calm under pressure, embrace change positively, and find solutions even when challenges arise.Curious and proactive: You seek to understand customer needs, spot opportunities to add value, and suggest improvements to make things better.Commercially aware: You maintain a keen eye for cross-sell and up-sell opportunities, ensuring customer conversations are both value-driven and aligned with business outcomes.Clear and engaging communicator: You convey information with warmth, professionalism, and clarity across written, verbal, and virtual channels.Growth mindset: You’re open to coaching, development, and feedback, always looking for ways to learn and improve. What you are great at
Experience in a customer service or coordination role, ideally in a fast-paced or global environmentPassion for delivering an exceptional customer experience through every interactionExcellent communication skills, written, verbal, and virtual • Strong organisational and time-management abilitiesAble to manage multiple systems (e.g. D365, CRM, event tools) and multitask effectivelyCurious, proactive, and solution-focused mindset with a high level of attention to detailComfortable working independently as well as part of a small, tight-knit teamAbility to adapt quickly to change and bring a growth mindset to continuous improvement Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.
Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture.
It is in our nature to nurture. We have developed an organisation which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody.
We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core.
Read more about inclusivity at Insights via the vacancy page on our website: https://www.insights.com/inclusively-insights/