ABOUT THE COMPANY

Delinian is a global B2B information-services business. Delinian’s brands provide actionable data, analysis, intelligence and access in markets where information and convening market participants are valued. Delinian has customers in more than 140 countries and over 2,200 employees located in North America, South America, Europe and Asia.

JOB PURPOSE

Invisso is a newly formed business within Delinian, combining IMN’s famous structured finance portfolio and the hugely respected banking and finance arm of Euromoney Conferences. Dedicated to creating highly efficient capital market conferences, Invisso is now the largest and most experienced events business in fixed income. At Invisso we believe in providing exceptional service to our customers. Our team is passionate about making a difference and creating lasting relationships with our clients. As we continue to grow, we're looking for a Customer Service Executive who shares our enthusiasm and commitment to excellence.

As a Customer Service Executive, you will be the frontline representative of Invisso, responsible for ensuring an outstanding customer experience. You'll interact with our clients daily, addressing inquiries, resolving issues, and providing support. You will be responsible for running registration at events, setting up events on internal systems and liaising with the wider event team for the smooth operation of projects.

PRINCIPAL ACCOUNTABILITIES

• Setting up events on CRM and platforms in collaboration with event and finance teams as well as, testing data flows, platform usage and fault finding technical issues
• Supporting delegates through their booking process where required
• Invoicing, credit control and refunds processing for delegate and sponsorship sales
• Managing the end-to-end customer service function per event
• Sourcing and liaising with on-site registration companies for larger events through to implementation
• Processing visa applications for overseas delegates
• Preparing all registration admin pre-event and accurately reconciling all registration admin post-event
• Ensuring compliance with Trade Sanctions and VAT requirements
• Working with tech and IT for continuous system improvement

KEY INTERFACES

• Event team – sales, product, marketing
• Immediate team – operations and customer services
• Finance team
• Technology and IT
• Suppliers
• Clients

KNOWLEDGE, EXPERIENCE AND SKILLS

ESSENTIAL

• Minimum 2 years’ experience in a customer services or customer facing administrative environment
• Able to work with minimum supervision to strict deadlines and remain calm under pressure
• Strong numerical skills
• Competent in processing large amounts of data quickly and accurately
• Deep knowledge and experience using Salesforce
• First-rate computer skills and competence within Microsoft Office
• Proven ability to work well within a team
• Experience of working in a fast-paced environment
• Exceptional attention to detail
• Experience in planning and organisational skills
• Excellent and confident communicator to both an internal and external audience in oral and written communication
• Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously.

DESIRABLE

• Foreign language
• Strong affinity with digital systems and platforms
• Creative and innovative thinker
• Experience with using CVENT

BEHAVIOURIAL COMPETENCIES

• Work well under pressure and to deadlines
• Customer first approach
• Strong attention to detail
• A willingness to travel/to work late/overnight shifts on occasion
• Time management and prioritisation on projects
• Proactive and take initiative
• Able to challenge the status quo and seek continuous improvement

BENEFITS AND WORKING ARRANGEMENTS

• You will receive a competitive salary as well as other benefits, including pension, private medical insurance, paid holidays and other discretionary gifted days.
• Access to LinkedIn learning for continual personal development opportunities
• We offer hybrid working arrangements (with attendance in the office a minimum of once a week) and place a strong emphasis on a good work/life balance.

Delinian provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.