Customer Support Consultant

Infopro Digital is currently looking for a Customer Services Consultant to join our team on a permanent basis at Haynes Group Limited, who sit within Infopro Digital’s Automotive division based in Swindon.

Infopro Digital is a B2B group specialising in information and technology. With a presence in 20 countries, the group has 4,000 employees of 79 nationalities. 

Haynes Group are an established Automotive Data Solutions provider. For the last 11 years the business has consistently exceeded budgets, delivering double digit year-on-year growth. In 2020 Haynes Group was acquired by Infopro Digital as part of a larger strategic plan to become a global leader within the automotive data market. 

Haynes Group are looking for an ambitious, experienced Customer Services Consultant join our team. It is an exciting time to join the organisation as you will be instrumental in driving new business growth and expansion. 

At Infopro Digital Automotive, we’re proud to be at the forefront of innovation in the automotive data space. As a market leader, we have digital solutions across three key disciplines, lubricants, tyres, and technical vehicle maintenance. Now is an exciting time to join Infopro Digital Automotive as a Customer Services Consultant. You’ll be joining a dynamic team where your work will have a real impact helping clients unlock the full value of their data in have a great input to help evolve internal processes. 

What the role involves 

As a Customer Services Consultant, you’ll play a critical role in supporting our customers from onboarding and implementation to ongoing product support. Acting as a key point of contact for queries. You will ensure the customer needs are understood, solutions are delivered effectively, and service expectations are exceeded. You’ll work closely with our internal teams and Account Management colleagues to deliver high quality digital solutions that help our customers.

Responsibilities & duties

• Serve as a key point of contact for customers product queries

• Understand customer requirements to develop effective solutions in collaboration with internal teams.
• Deliver support on systems and software to end users.
• Build and maintain strong customer relationships to support the Account Management team by identifying upsell or cross-sell opportunities through ongoing client engagement
• Work closely with the Account Management teams to onboard new customers and define project requirements.
• Support the Account Management team by identifying upsell or cross-sell opportunities through ongoing client engagement.
• Manage projects/queries from initiation to completion, ensuring all deliverables meet quality standards and customer expectations.
• Monitor the support desk system to ensure timely and satisfactory responses to customer queries, identifying and escalating blockers where necessary.
• Identify opportunities for service improvements and feed into the continuous improvement process.

Requirements

• Experience in Customer Support, ideally within software, data, e-cataloguing, or the automotive aftermarket sectors.
• Strong technical knowledge of automotive systems, vehicle diagnostics / mechanical, or related automotive technologies.
• Strong IT literacy and confidence in working with digital tools and systems.
• Proven ability to prioritise, plan and manage multiple workstreams simultaneously.
• Excellent communication skills, written and verbal.
• Able to work independently and also contributing as part of a collaborative team.

Benefits

• Generous base salary bonus structure based on your own performance, & company car allowance
• Hybrid working
• 25 days annual holiday (rising to 30 days with length of service)
• Birthday day off
• Life Assurance (4 x life assurance cover from Day 1 of employment)
• Group pension scheme
• Employee Assistance Programme
• Employee discount scheme
• Health cash plan (Medicash)
• Cycle to Work, Gym Discounts and more
• Comprehensive product training and ongoing support from the Head of New Sales - UK, Management Team, and the wider Haynes Group team 

Our foundations and values:  

At Infopro Digital, we are driven by core values such as entrepreneurial spirit, constant customer focus, promoting diversity, striving for significant impact, and a collaborative culture. By joining us, you become part of a dynamic community that embraces these values on a daily basis, shaping the future with passion and commitment. 

Diversity is one of our core values. We are convinced that our teams, drawn from all backgrounds and with different backgrounds and experiences, are one of the key drivers of our success. The Group is committed to a policy of equal opportunities and inclusion, from recruitment to career development, and we strive to provide an equitable working environment to promote the well-being of our teams.  

Learn more about us 

Infopro Digital is a B2B group specialising in information and technology. With a presence in 20 countries, the group has 4,000 employees of 79 nationalities. 

Infopro Digital connects professional communities. 

Our brands are leaders in the five key economic sectors: Construction and Public Sector, Automotive, Industry, Risk & Insurance, and Retail. 

With our solutions, decision makers make informed decisions and companies develop their business and performance in a sustainable way.