Member and Customer Service Advisor
| Posting date: | 06 June 2024 |
|---|---|
| Salary: | £25,647 per year |
| Additional salary information: | Fixed term - May 2025 |
| Hours: | Full time |
| Closing date: | 04 July 2024 |
| Location: | Watford, Hertfordshire |
| Remote working: | Hybrid - work remotely up to 5 days per week |
| Company: | crooton |
| Job type: | Contract |
| Job reference: | CTNPO4959 |
Summary
Member and Customer Service Advisor
Location- Bracknell/ Hybrid
Salary- £25,647 per annum
Contract type – Fixed Term Contract until May 2025, 36hrs per week
crooton has an exciting opportunity for a Member and Customer Service Advisor to join a well-established client of ours who stands for science, ethics, and the practice of built environments worldwide. Everything they do is to improve the quality of life of those using and creating the built environment.
As a Member and Customer Service Advisor, you will be responsible for effectively responding to inbound enquiries from members, employers, and customers, ensuring a first-class and personalised experience is delivered. To continue delivering exceptional service and improved customer satisfaction and retention rates, encouraging conversations and members to attain Chartered memberships, and ultimately contributing to the delivery of our client’s targets.
Key Responsibilities will include:
Working collaboratively with team colleagues and other internal and external contacts to achieve department targets/ KPIs and provide a consistently high level of service in line with the best practices, internal processes/procedures, and the value framework.
Providing the first touch into the organisation (via telephone, email. letter, and website enquiries) for Members and Customers who wish to engage with our client.
Providing advice and solutions in response to all enquiries, minimising the transfers of enquiries, identifying appropriate next steps, and resolving matters in a timely manner within agreed SLAs.
Contributing to the annual subscription renewal activity, managing a high volume of calls, taking payments, providing advice, and actively promoting self-service options
Addressing and resolving complaints where possible, reporting, and escalating the Member and Customer Service Manager as appropriate
Continuously building, developing, sharing, and maintaining in-depth product/service knowledge to provide a knowledgeable response to all clients.
Actively seeking and recording feedback from Members and Customers, including comments on the quality of service and ideas for new products and services
Actively contributing to the development and testing of new processes, systems, and technology to improve the level of customer service provided.
Effectively carrying out a range of general Member and Customer Service administration as required.
The ideal candidate will have/be:
Previous experience in a similar role with excellent customer service skills
Excellent telephone call handling skills
Ability to communicate effectively.
Ability to work as a member of a team, managing and prioritising a busy workload and demonstrating a flexible attitude to changing priorities.
Excellent administrative skills, with strong attention to detail and the ability to deliver accurate, high-quality work within well-defined processes and procedures.
IT literate: Familiar with MS Office (including Microsoft Teams). CRM software and web applications
There has never been a better time to join our client, if this role interests you, please apply now.
Job reference: CTNPO4959