​Service Development Information Manager

Hybrid working model

Up to £45,000

12-month Fixed Term Contract

Full Time hours

ASAP start

About the company

Sue Hill Recruitment have been instructed by our client, who provides technical standards on products and services to businesses within the UK whilst also operating globally to help improve performance, reduce risk and achieve sustainable growth. They are presently recruiting for a Service Development Information Manager to join their team in this exciting new role to develop and deliver extended provision to the established Member Enquiry Service.

What you’ll be doing

The enquiry service provides consultative enquiry and research services to members, external customers and staff. This includes responding to inbound enquiries via a number of channels, information retrieval across a range of resources and presentation of results back to the enquirer in a variety of formats.

This current service offer is to be expanded to support responses to Trade Advisory Services. Factors driving this expansion include:

•                     The move to UK designated standards in place of EU harmonised standards

•                     Implementation of the new UKCA mark

•                     Changes to UK versions of legislation originating from the EU

•                     The potential impact on standards & conformity assessment resulting from trade deals

•                     Ongoing challenge for business of keeping up to date with changes

The service offering to UK exporters & international importers will help them:

•                     Navigate the changes to standards, regulations & conformity assessment due to EU withdrawal and potential

ongoing related changes in key markets e.g. Medical Devices

•                     Ensure they keep up to date with changes within their current, existing export markets

•                     Identify requirements within potential new markets

The service will be delivered via telephone and email enquiries & will also signpost clients to existing internal and externally produced information provision & resources as relevant.

Key Responsibilities & Accountabilities

Service Development

•                     Responsible for the development of the new service proposition

•                     Validate initial coverage and develop a roadmap for further service iteration over 2022 and beyond

•                     Identify and collate sources of information to deliver the Trade Advisory Service

•                     Develop a wiki covering frequently asked questions for internal and external use

•                     Determine the ability to deliver the service across territories and identify blind spots

•                     Liaise with colleagues across Knowledge Management to ensure we are aware of all relevant issues and

timings as changes occur as a result of UK withdrawal from the UK or new trade deals

•                     Work across the business to develop a virtual team to support customers and ensure high-quality responses

to relevant enquiries

•                     Establish a network for value-added support e.g. identify relevant staff in Global offices, IP international

contacts, Trade Associations, Policy organisations to access information

Communication

•                     Support marketing messaging development for the service per se and in relation to the additional value

provided to the organisation’s membership

•                     Facilitate a wider communications strategy i.e. ensure the service is listed as a contact point on relevant sites

(UK and international)

Service Delivery

•                     Respond to and quality assure responses to related enquiries

•                     Run complex searches across multiple databases and or resources to respond effectively to enquiries

•                     Monitor the volume and types of enquiries to support further service development in line with market need

continue to map and deliver the service development roadmap

Why you will be hired

To be considered for this role you will require:

•                     A Bachelor’s degree or equivalent is essential.

•                     A minimum of five years’ experience of related work experience: to cover conducting or using research,

service development, project management and/or service delivery.

•                     Experience of working with regulatory databases such as Westlaw / LexisNexis, or other legal information

sources and ability to determine relevant information for clients is essential.

•                     Experience of delivering complex projects within required timescale.

•                     Customer-focused (internal & external), with a consultative approach to understanding requirements and

issues.

•                     Experience of data analysis, bibliographic database and internet searches.

•                     Experience of identifying process and service improvements and implementing these in collaboration with

others.

•                     Experience of working cross-functionally and effectively sharing knowledge with colleagues.

•                     Experience of working with diverse stakeholder groups to define and refine programmes of work and proven

ability to engage successfully with cross-functional stakeholders.

•                     Experience of identifying process and service improvements and implementing these in collaboration with

others.

•                     Experience of working cross-functionally and effectively sharing knowledge with colleagues, with positive

end results for clients and the business.

•                     Knowledge of standards, regulation and/or market access of international trade. and the

•                     Excellent presentation skills (verbal, written and formal)

•                     IT literate

•                     Skilled in working within a matrix management environment

•                     Proactive, collaborative and flexible approach, ability to prioritise and meet deadlines

•                     A “can do”, problem-solving approach

Additional Information

This is a fantastic opportunity for an experienced Information Manager to develop and deliver extended provision to the established Member Enquiry Service.

If you are interested in learning more: Please get in touch on 020 7378 5469 or Daniel.rose@suehill.com