Operations Generalist

Job Summary
Entry-level professional Event Operations role supporting event planning, logistics, exhibitor support, and event execution activities. Works under supervision using established procedures.

Job Responsibilities
Events Planning and Delivery - Support the delivery of events to ensure they are on schedule and within budget, meeting all deadlines, and work closely with all other parties involved in the design, development, sales, marketing, and delivery of the events.

Operations Management - Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.

Stakeholder Management - Support stakeholder engagement by contributing to the arrangement of meetings, events, and other stakeholder engagement activities.

Data Collection and Analysis - Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.

Document Preparation - Prepare routine letters, memoranda, reports, and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software.

Document Management - Create, organize, and maintain files containing the correspondence and records of a senior colleague.

Business Meetings/Events Arrangement - Schedule appointments, make arrangements for meetings and conferences, and organize travel plans, following detailed instructions to facilitate business meetings.

Administration - Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.

Insights and Reporting - Extract simple/automatic data in various forms (graphs, charts, etc.) to include in reports.

Handling Inquiries and Correspondence - Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague.

Personal Capability Building - Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Experience Level

Recommended General Experience
Basic experience of simple office / operational systems (4 to 6 months)

Recommended Managerial Experience
None

Applicable Skills
Planning and Organizing - Intermediate - Works at an intermediate level to plan, organize, prioritize and oversee activities to efficiently meet objectives. Typically works with guidance.

Event Management - Intermediate - Works at an intermediate level to create and organize events for guests (e.g. meetings, shows). Typically works with guidance.

Action Planning - Intermediate - Works at an intermediate level to review and evaluate recommendations and requirements and to develop appropriate plans or deliver actions required. Typically works with guidance.

Computer Skills - Intermediate - Works at an intermediate level to understand and effectively use standard office equipment and standard software packages to support business processes. Typically works with guidance.

Numerical Skills - Intermediate - Works at an intermediate level to understand numerical concepts and use them to carry out mathematical operations e.g. in order to analyze reports. Typically works with guidance.

Verbal Communication - Intermediate - Works at an intermediate level to express ideas, request actions, formulate plans, and policies by means of clear and effective verbal communications. Typically works with guidance.

Data Collection and Analysis - Intermediate - Works at an intermediate level to determine and analyze trends from data that is collected to assist in compiling reports that will help in decision-making. Typically works with guidance.

Reporting - Intermediate - Works at an intermediate level to create reports for various audiences as relevant, in a lucid and effective manner, keeping in mind the purpose of reports. Typically works with guidance.

Review and Reporting - Intermediate - Works at an intermediate level to create reports, and review reports created by others, for various audiences as relevant, in a lucid and effective manner, keeping in mind the purpose of reports. Typically works with guidance.

Calendar and Scheduling - Intermediate - Works at an intermediate level to utilize calendar and scheduling tools. Typically works with guidance.

Document Management - Intermediate - Works at an intermediate level to use document management tools to manage, view, organize, and store documents. Typically works with guidance.

Service Delivery - Intermediate - Works at an intermediate level to deliver required services to the required standards. Typically works with guidance.

The Event Support Specialist is responsible for providing event support for inbound inquiries across all Reed Exhibitions events. This includes handling calls, emails, chats, and other customer inquiries related to registration, general show information, pricing, and other event-related concerns.

Key Responsibilities:

Event Support & Query Management

• Handle inbound calls, emails, chats, and social media inquiries from attendees, exhibitors, and conference participants.
• Provide support for registration, exhibitor portals, pricing, and general show information.
• Make outbound calls to support registration and increase event attendance.
• Conduct matchmaking calls when required.
• Take ownership of customer queries and ensure timely resolution within agreed SLAs.
• Provide ad hoc support to show teams.

Customer Service

• Proactively learn about each show to provide accurate information to customers.
• Deliver clear, concise, polite, and informative communication across all channels.
• Identify customer needs and provide excellent customer service.

Process Improvement & Reporting

• Identify process inefficiencies and escalate issues with recommendations for improvement.
• Follow established processes, training, and best practices.
• Work collaboratively with CREs and CRM to improve processes.
• Categorize queries accurately and support management reporting.
• Analyze email traffic to identify trends and opportunities for improvement.

General Profile

• Able to follow established processes and instructions.
• Relevant training or work experience.
• Able to manage own workload and make sound decisions in straightforward situations.
• Strong verbal, written, and customer service skills.

Qualifications:

• Bachelor’s degree holder.
• At least 1 year of customer service experience in a contact center environment..
• Experience in email and chat support and call handling.
• Experience in project coordination and stakeholder management.
• Keen attention to detail.
• Ability to quickly learn and apply enterprise AI tools and technologies to support business objectives.
• REPH Employee with minimum of 1-year tenure in the current role
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must have a successful or above rating in the last Enabling Performance cycle









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