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Key Responsibilities

•  Day-to-day management of the group’s quality programme including quality management system.
• Conducting reviews of company policies and processes with the relevant document owners.
• Supporting business needs for quality, including training for staff on BMS, Complaints and NCR
• Co-ordinating Internal Stakeholders and external Audit partners for 3rd party accreditations
• Managing the quality, complaints and NCR processes, including resolutions.
• Establishing schedule and conducting Internal Audits of all quality processes and procedures.
• Coordinating Quarterly Quality Meeting – liaising with stakeholders, establishing slide pack and actively supporting Audit Manager in its presentation delivery: managing follow-up actions.

Key Responsibilities

• Customer Engagement:

  • Collaborate closely with customer service teams to build and maintain robust relationships with customers and stakeholders interested in Hellios’ ESG products.
  • Provide technical expertise to support Sales opportunities, both for new and existing customers.
  • Understand customer needs and effectively communicate how Hellios' ESG products can address those needs.

  ESG Expertise:

  • Possess in-depth knowledge of ESG criteria relevant to the industries Hellios operates in.
  • Guide conversations with customers, offering insights into how Hellios ESG products can help them achieve their goals and overcome challenges.
  • Stay current with industry trends and developments in ESG standards to maintain a high level of expertise.

  Internal Communication:

  • Collaborate with internal teams to ensure smooth execution of ESG product implementation and onboarding.
  • Conduct training sessions for internal teams, including customer services and marketing, on the latest ESG trends, reporting standards, and industry best practices.
  • Facilitate effective communication channels to enhance coordination among different departments.

  Networking:

  • Actively engage in ESG-related events, conferences, and forums to stay informed about industry developments.
  • Represent Hellios to expand the company's network within the ESG space.
  • Identify and pursue partnership opportunities to strengthen Hellios' position in the market.

Key Responsibilities
Customer Success and Service Delivery 
o    Create an engaged relationship with your Buyer customers to maximise customer success and service delivery. 
o    Liaise with our customer service teams to ensure team members working on your Buyer accounts are always correctly informed of messages and approach. 
o    Follow the onboarding process for both Buyer and Supplier from start to completion. 
o    Develop each Buyer’s use of the system against the Maturity Index to ensure that the Buyer gets real value from our solution. 
o    Develop heatmaps and other tools for the Buyers to ensure that they can see the value of the data quickly and easily. 
o    Liaise with the Buyer in relation to other services they may require such as Stage 3 audits or data feeds. 
o    Ensure Supplier escalations are correctly managed, and an escalation process is in place with the Buyer(s) for successful resolution 
o    Work with colleagues to maintain the quality of Hellios’ data and systems. 
o    Build your knowledge of the industry, relevant legislation that will affect your customers and Hellios’ markets. 
Budget and Reporting 
o    Participate in the budget creation process for each of your Buyer accounts, setting an achievable and realistic target for each month. 
o    Maintain and update actionable account plans for each Buyer. 
o    Provide a regular progress status report to the Country Manager 
o    Analysis of data to create actionable insights for the Buyers. 
o    Creation and presentation of ad hoc internal reporting   
Relationship Building 
o    Develop a strong relationship with your key contact to embed Hellios as a trusted partner with the Buyer customer. 
o    Create and develop relationships with the Buyer decision makers and all Buyer members involved in using Hellios systems and services, especially those involved in the process, end users of the data and senior decision makers of the Buyer organisation. 
o    Regularly attend industry events to engage with Hellios’ customers and increase awareness of the product in industry 
o    Speak persuasively at industry events to promote the Hellios brand 
Monitoring performance 
o    Assess the Buyer against the Buyer Maturity Index to check that they are getting the best value from the use of the system. 
o    Report performance to Sector Manager as required. 
o    Escalate issues to Sector Manager when identified. 
Training and Development 
o    Facilitate on the job training to ensure your Buyers have excellent knowledge of the system and processes including new functionality. 
o    Organise refresher training for your Buyer from time to time. 
o    Identify training needs and adapt training approach to suit those needs. 
o    Ensure training covers benefits, not just features. 
o    Make recommendations for training including coaching, mentoring etc.

Key Responsibilities
Customer Success and Service Delivery 
o    Create an engaged relationship with your Buyer customers to maximise customer success and service delivery. 
o    Liaise with our customer service teams to ensure team members working on your Buyer accounts are always correctly informed of messages and approach. 
o    Follow the onboarding process for both Buyer and Supplier from start to completion. 
o    Develop each Buyer’s use of the system against the Maturity Index to ensure that the Buyer gets real value from our solution. 
o    Develop heatmaps and other tools for the Buyers to ensure that they can see the value of the data quickly and easily. 
o    Liaise with the Buyer in relation to other services they may require such as Stage 3 audits or data feeds. 
o    Ensure Supplier escalations are correctly managed, and an escalation process is in place with the Buyer(s) for successful resolution 
o    Work with colleagues to maintain the quality of Hellios’ data and systems. 
o    Build your knowledge of the industry, relevant legislation that will affect your customers and Hellios’ markets. 
Budget and Reporting 
o    Participate in the budget creation process for each of your Buyer accounts, setting an achievable and realistic target for each month. 
o    Maintain and update actionable account plans for each Buyer. 
o    Provide a regular progress status report to the Country Manager 
o    Analysis of data to create actionable insights for the Buyers. 
o    Creation and presentation of ad hoc internal reporting   
Relationship Building 
o    Develop a strong relationship with your key contact to embed Hellios as a trusted partner with the Buyer customer. 
o    Create and develop relationships with the Buyer decision makers and all Buyer members involved in using Hellios systems and services, especially those involved in the process, end users of the data and senior decision makers of the Buyer organisation. 
o    Regularly attend industry events to engage with Hellios’ customers and increase awareness of the product in industry 
o    Speak persuasively at industry events to promote the Hellios brand 
Monitoring performance 
o    Assess the Buyer against the Buyer Maturity Index to check that they are getting the best value from the use of the system. 
o    Report performance to Sector Manager as required. 
o    Escalate issues to Sector Manager when identified. 
Training and Development 
o    Facilitate on the job training to ensure your Buyers have excellent knowledge of the system and processes including new functionality. 
o    Organise refresher training for your Buyer from time to time. 
o    Identify training needs and adapt training approach to suit those needs. 
o    Ensure training covers benefits, not just features. 
o    Make recommendations for training including coaching, mentoring etc.

Key Responsibilities

• Develop strong, professional relationships with all stakeholders involved in the hiring process
• Manage our recruitment process from start to finish with a high degree of quality and efficiency
• Manage a number of recruitment campaigns simultaneously 
• Plan and support hiring managers with requisition, sourcing, screening, interviews, references, background checks and Offer in a timely way
• Selection of the most appropriate method of sourcing including job boards, websites, agencies 
• Create engaging job adverts to use LinkedIn Recruiter and other job boards to maximum advantage to build a pipeline of talented candidates
• Utilise our ATS to effectively manage our selection process, including training hiring managers
• Design and implement an excellent candidate experience through to probationary review 
• Develop a Preferred Supplier List and work collaboratively with those on the PSL
• Liaise with desktop support team to source Company equipment  
• Keep in touch with local market trends and insights to inform our recruitment campaigns
• Ensure compliance both internally and externally
• Regular reporting against HR metrics related to recruitment 
• Regular status reporting to your line manager and escalation of any issues

Additional responsibilities 

• Support other HR activities including payroll 
• Manage our graduate management development programme
• Responding to ad hoc business needs as and when they arise 

Key Responsibilities

Validations 

•    Build a rapport and strong relationship with customers by offering support and advice throughout the onboarding and validation process.

•    Validate online questionnaires with close attention to detail and with reference to standard processes and procedures. 

•    Accurately log and update customer records on the status of their questionnaires. 

•    Advising and processing fee payments for new and renewing customers. 

•    Proficient user of validation process within our business system. 

•    Identify ways in which processes and procedures can be streamlined and made more efficient. 

•    Active participation in team meetings to share and communication information.  

•    Consistently meet or exceed personal targets.  

•    Escalate customer issues to the Project Manager. 

Front line customer support  

•     Make 40+ outbound calls per day to supplier customers to explain the benefits of our service; to help customers who are registering for the first time; to assist with customers who are renewing their subscription. 

•    Accurately log and maintain records of customer contact, activity and outcomes of calls on our CRM (Customer Relationship Management) system. 

•    Provide accurate and clear information to supplier customers, explaining the benefits of our service and the processes involved to complete an online questionnaire required by our buyer customers. 

•    First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status. 

•    Speaking with customers with regard to their subscription fee. 

•    Working consistently to ensure personal targets relating to call rates are consistently met and exceeded.

Key Responsibilities

• Build a rapport and strong relationship with customers by advice and support throughout the onboarding process
• Make 40-50 outbounds calls per day to supplier customers to explain the benefits of the scheme; to help them with their registration for the first time; to assist with renewal of their annual subscription
• Accurately log and maintain records of customer contact, activity and outcomes on our CRM system
• Provide accurate and clear information to supplier customers, explaining the benefits and processes involved to complete an online questionnaire required by our buyer customers 
• First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status
• Speaking with customers with regard to payment of their subscription fee as a new or renewing customer 
• Actively participate in team meetings to share and exchange information  
• Work consistently to ensure personal targets relating to call rates are consistently met and exceeded
  

General 

• Work together as part of the Operations team to ensure overall KPIs and process deliverables are consistently achieved 
• Be pro-active at all times and ‘go the extra mile’ to uphold a first class customer experience