Overview

Guinness World Records (GWR) is a global multimedia brand with offices around the world. The Customer Services Executive role sits within the Customer Record Support Team. This team is responsible for processing standard applications in line with our values, ensuring that customers receive a positive experience during their record-breaking journey. They also handle customer enquiries that come into the business, which can be extremely wide ranging.

Your days will be varied, and you will build knowledge in topics you never imagined, so if you are a solution oriented, creative thinker and have a thirst to continuously learn then this could be the job for you!

The bird reference in our materials is a lighthearted note; we refer to Golden Plover in this context.

ESSENTIAL DUTIES AND RESPONSIBILITES

• Application processing
• Review and send guidelines for any “free” applications that are not automated.
• Review new title applications in line with our standard criteria and redirect to internal teams as appropriate.
• Reviewing record evidence, identifying potential issues, discrepancies and fabrications. Approving the record on the Records Management System, correctly writing record text and creative further information.
• Customer Service
• Responding appropriately to requests for routine information. Processing general enquiries, within the SLA's, referring customers to the right channel. Ensure data and records are kept up to date and accurate.
• Acting as first contact for complaints resolution, acknowledging concerns and providing initial response, escalating any medium or high-risk complaints and keeping a written log of the situation.
• Research and Analysis
• Participating in brainstorms, internal requests and road testing to establish new record titles and categories.
• Additional responsibilities
• Participating at events as a coach, expert witness, to ensure guidelines are followed and being a brand ambassador (embodying Guinness World Records values).
• Work with the rest of the team to continuously improve the service provided.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to communicate with people from all walks of life from across the world.
• Ability to work under pressure in a dynamic environment.
• A pro-active and can-do attitude.
• Enthusiastic with a passion for the GWR brand and vision.

LIFE AT GWR

Whether we’re verifying records, creating content or publishing our world-famous book, we can honestly say that at GWR no two days are the same. We work across a wide range of products and business areas, and the people that we meet and work with inspire us daily.

So, whether working from home, in the office, or even on site at a record attempt, we pride ourselves in having a sense of fun, adventure, curiosity and passion - much like our record-holders.

Below are a sample of our benefits:

• GWR has embraced hybrid working, and you have the choice to either work in our office near Tottenham Court Road, from your home or a local coffee shop. All we ask is that you complete your projects on time.
• We offer 25 days plus the usual bank holidays per year. We also offer two volunteer days that can be used for GWR charitable causes or your own.
• During May and early September, we have Summer Fridays and finish at 1pm. In the Winter, we finish at 4pm.
• We offer a sponsored study scheme to gain industry certifications, a GWR subscription to LinkedIn Learning, and internal training.
• We provide a private medical scheme and an employee assistance programme that is confidential and supportive in times of need.
• GWR is on a diversity, inclusion and belonging journey with inclusive policies and events celebrating diversity, and partnerships with organizations like Mencap for internships.
• We are social with online and in-person events; our People and Culture team aims to ensure everyone who works for GWR has fun, one of our core values.

WE LIVE BY OUR VALUES

• Integrity of our records, objectivity and enthusiasm free from prejudice or bias.
• Respect for our record holders, challengers, brand, people, partners and owners.
• Inclusiveness to achieve our Vision and to offer record-breaking for everyone, everywhere.
• Passion for records, our brand and our people in our work and with customers.
• Fun as a core part of how we behave.

OUR COMMITMENT

Guinness World Records is an equal opportunity employer. We strive to be a diverse workforce that is representative of our audiences, and where everyone can thrive and belong. We are committed to including people with a variety of voices, identities, backgrounds, experiences, abilities and perspectives. We are determined to ensure that no applicant, freelancer or employee receives less favorable treatment on the grounds of race, disability, age, religion, sexual orientation, veteran status or marital status, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

Seniorities and Roles

• Seniority level: Entry level
• Employment type: Full-time
• Industries: Entertainment Providers

Note: This refined description preserves the core responsibilities, qualifications and company culture aspects while removing extraneous postings and non-job-related content.