ABOUT THE ROLE:

If you’re passionate about providing excellent customer service and enjoy working with people, you’ll fit right in to our enthusiastic and vibrant team.

This is an exciting opportunity to become part of a highly-respected team, providing market-leading intelligence services to ensure our clients stay ahead of political developments. We are looking for an experienced and energetic Customer Success Associate, working across our Political Intelligence product portfolio. You will be the first point of contact for existing and prospective customers contacting the organisation and will provide a high quality and customer-focussed service.

This is an initial fixed term contract position to cover a colleague’s maternity leave, which we anticipate being around 6-9 months.

This role is based at our Brussels office. Colleagues spend some of their working week in the office and some days working from home (usually 2-3 days in the office per week). If you would like to explore flexible working options, we would be happy to discuss this as part of the interview process.

WHAT IS IT LIKE TO WORK WITH US:

At Dods we focus on our 3C’s: Collaboration Culture, Continuous Improvement, and Customer Focus. We live these values by offering employees opportunities to further their skills through learning and development and training, plenty of opportunities to connect across teams to network, socialise and volunteer, and by always keeping the customer at the forefront. Our inclusive culture means there are always room for new ideas, opportunities to be creative and continuous improvement.

The office working environment is collaborative, bright and airy with everyone together in one space. There’s always a bit of a buzz and conversation going on, and people really like to chat and help each other. The office is small enough that everyone knows everyone’s name, so colleagues work across teams on shared projects and catch up over informal meetings in the kitchen or over a game of table football in the office.

We’ve provided political intelligence for 190 years, and whilst we’re looking into how to leverage artificial intelligence, we know that it’s still our people and how we support our customers personally that makes us different. Work can be fast-paced – there’s an expectation that a customer can get straight through to their Consultant or Account Manager to ask a question and get a quick answer. This means that if a colleague is out-of-office, we cover for each other. It’s a very engaging environment to work in, and whilst it can be busy, you know that there are always great colleagues around to support you.

ABOUT DODS GROUP LTD:

Dods is a leading political intelligence business covering the Westminster and Brussels parliaments. Organisations have been turning to us for pertinent information on what’s going on in Government since we first published Dods Parliamentary Companion way back in 1832. We provide clients across the corporate, government and charity sectors with insight, intelligence and impact through our comprehensive suite of policy tools.

Dods Political Intelligence is comprised of three main services:

• Insight: based in Brussels and London, our industry experts offer real-time analysis and impartial guidance on the latest policy developments and trends;


• Monitoring: our platform offers instant alerts and contextual insight from over 13,000 sources across the UK and the EU;


• People: the original “who is who” in politics, Dods Parliamentary Companion, was established in 1832. Today, our stakeholder management tools cover the UK and the EU, helping you identify and communicate effectively with key contacts.

For further information, please visit: www.dodsgroup.com

WHAT ARE WE LOOKING FOR:

Our ideal candidate will have

• Prior experience working in a similar role;


• Excellent planning and organisational skills;


• Clear and assertive communication skills, especially by telephone;


• Ability to empathise and provide reassurance to customers;


• Excellent attention to detail and commitment to accuracy, while working quickly and to tight deadlines;


• A proactive approach, with the confidence to hit the ground running;


• Ability to work well within a team but also take initiative when required;


• Strong level of written and spoken English. Candidates will be expected to communicate with a variety of people both internally and externally;


• Proficient in Microsoft Excel, Word, Outlook, Office and PowerPoint.

KEY RESPONSIBILITIES:

• Handling inbound emails and phone calls and existing customers and prospects;


• Identifying and accurately recording customer interactions in the company’s CRM system;


• Allocating leads to members of the sales team, and following up to check progress;


• Producing weekly reports of all leads and sales activity;


• Providing first line technical support for company websites & products;


• Providing online demonstrations and product training to customers;


• Actioning and responding to customers’ requests to unsubscribe from emails;


• Liaising between internal teams to ensure that all support issues are actioned or escalated;


• Assisting with the renewal of existing accounts, contacting customers by phone & email;


• All other administrative and customer support work as required.

WHY CHOOSE DODS:

We are proud of the inclusive culture we have built at Dods. Our team are passionate about what they do, and we are passionate about supporting them to be their best. We understand the importance of work-life balance and offer a flexible, hybrid working environment so you can choose how and where to work. Celebrating diversity and inclusion is also an important aspect of our culture and we often have social events to bring everyone together.

EMPLOYEE BENEFITS:

• 25 days leave (20 statutory days, plus 5 extra-legal holidays), plus your birthday off, with the option to buy an additional 5 days holiday per year;


• Our approach to work is agile and the team currently spend some of their working week at home and in our office based in Rue du Trône (usually 2-3 days in the office per week). We also offer the option to work from anywhere for up to 4 weeks a year;


• Flexible working, including 4pm finish on Fridays and early finish throughout the summer holiday period so you can spend more time with your family and friends;


• Opportunities to connect across teams and locations to network, socialise and volunteer;


• Our inclusive culture means there are always room for new ideas, opportunities to be creative and continuous improvement;


• Continuous learning and development opportunities throughout your journey with us;


• Monthly lump-sum allowance to reimburse business expenses, dependent on level;


• Lunch vouchers (€8 per working day, €1.09 employee contribution deducted through the payroll);


• Hospitalisation coverage provided via AXA insurance;


• Pension Plan with Integrale (currently 3% employee/3% employer contribution);


• Eco-cheques of up to €250 per year (pro-rata to time worked);


• An annual premium paid in June each year (pro-rata for part time workers) and dependent on cost of living per year;


• Monthly contribution to public transport (if living 3kms or more from the office and upon receipts);


• Monthly contribution for staff travelling by bike to work in Brussels (max 40km round trip);


• 13th Month is paid at the end of the year and in pro-rata of occupancy at Dods Group;


• Employee assistance programme.

EQUAL OPPORTUNITIES:

We are committed to equality, diversity, and inclusion, we encourage applications from all backgrounds and communities. Dods Group Ltd wants to meet the aims and commitments set out in its equality policy. This includes not discriminating under the Equality Act 2010 and building an accurate picture of the make-up of the workforce in encouraging equality and diversity.

The organisation needs your help and co-operation to enable it to do this but answering our Equal Opportunity questions is voluntary. The information provided will be kept confidential and will be used for monitoring purposes. Please note, the answers to your questions will be kept separate from your application and not viewed by the Hiring Manager.

HOW TO APPLY:

If you are interested in the role, please submit a copy of your CV and Cover Letter setting out why you are a good fit for the role through our Company Careers Page Careers | Dods Group Ltd. The deadline to receive applications is 6 October. Please note that if we receive a high number of applications, we may interview on a rolling basis or close the vacancy, so please do apply as soon as possible.