Job Description

We exist to create positive change for people and the planet. Join us and make a difference too!

Purpose of the position

To build effective relationships with customers, manage and provide support in the Customer Journey to ensure that every experience meets their aspirations, delivers our Credo of ‘Making Excellence a Habit’ and successfully completes their application process. To support field personnel (Client Managers and External Resources) with daily SAP/PG system changes, requested via email or PG, in order to allow for efficient, profitable and effective use of assessment resources. To respond promptly to customers' requests and comments. To support the strategic plan and to achieve and exceed the KPIs and objectives through robust processes, the Common Operating Model and teamwork.

To support the development, improvement and implementation of the Customer Service Centre and of BSI internal processes.

Hybrid role.

Key responsibilities & accountabilities

• Manage key aspects of new customers, applications, onboarding, and scheduling.
• Conduct capacity planning and auditor scheduling, through Common Operating Model, to ensure profitable, cost-effective and timely delivery of audits and planning of new & existing clients.
• Complete daily workflow-driven activities to ensure all tasks are completed on time.
• Monitor individual KPI performance and ensure relevant targets are achieved and exceeded.
• Assist with customer problems, both external and internal, and respond to inquiries in a timely manner.
• Collaborate with Country Operations Manager in the qualification/re-qualification of new and existing auditors.
• Team training, knowledge sharing, and new employee induction
• Participate in the periodic Planning team meetings and contribute to the monitoring and improvement of planning performance, through the provision of data related to main KPIs and the implementation of necessary actions.
• Ensure customer information is up-to-date and carry out regular data clean-up.
• Submission of baseload data for the budget process, and monthly submission of various data for the 3-month Outlook, management reporting, etc.
• Ensure effective communication with Finance in relation to planning of “debtor” clients’ audits.
• Undertake specific project work as required.
• Adopt a team approach to working both within own group and with other teams and functions within the department and other areas of the business.
• Process & efficiency improvement
• Quality assurance/verification of other team members’ work
• Difficult issue resolution
• Process definition

Knowledge/Skills/Abilities:

• Fluent English plus Dutch or German are a must; French and Spanish are a plus.
• Works effectively with Excel office systems, especially those required to organise large amounts of paperwork and correspondence.
• Works with computerised office management tools, including computer diary systems, databases and spreadsheets.
• Ability to cope with pressure and meet tight deadlines.
• An attitude to get it right first time, take pride in their work and performance, and be part of a successful team.
• Ability to manage conflicting situations on the telephone and negotiate a resolution to find the best solutions.
• Strong customer focus and Business goal orientation
• Clear, concise and approachable speech, with excellent listening skills, and the flexibility to respond to callers in a manner appropriate to their status and expertise.
• Excellent organisational and time management skills with the ability to work on own initiative when required and to manage a varied, often unpredictable, workload.
• Meticulous attention to detail.
• Willing to travel on business.
• Significant expertise in a particular business area, process, or activity
• Track record of successful delivery on targets

#LI-Hybrid

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About Us

BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.

Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.