Member Services Advisor

Member Services Advisor

Job Type; Part Time, Permanent

Location: Easton on the hill

Salary: Competitive

The Role           

This is an exciting opportunity where the successful post holder will be working within a warm, welcoming atmosphere in the Member Services department. Teamwork is at the heart of everything we do and by collaborating with our colleagues, students, study centres and suppliers, we aim to provide the absolute best service. We aim to create a flexible, open, and honest working environment where staff wellbeing and flexibility is actively promoted.

As a Member Services Advisor, you will interact with potential, new and existing customers, providing them with information and advice about our products and services. Working via phone, email, and chat, you will have strong communications skills, be a problem solver and have the skills to deliver service excellence. In guiding and supporting our student/member customers you will have the ability to work unsupervised and deliver quality work across multiple tasks within required deadlines. You will be adaptable to change and have the enthusiasm to develop your skills and knowledge.

Key Responsibilities

• Responsible and accountable for providing high quality service via all contact mediums to both internal and external customers ensuring that company SLAs and KPIs are met.
• Responsible and accountable for identifying and assessing student/member customer needs and responding to all enquiries timely, with clear and accurate information.
• Responsible for maintaining customer information and requests on the CRM database.
• Responsible and accountable for the continuous updating of personal knowledge of all CIPS products and services to provide excellent customer service.
• Responsible for managing all customer complaints within policy, providing appropriate solutions and responses within agreed time limits, following up to resolution.
• Responsible for supporting departmental continuous improvement via nonconformance/corrective action requests, through logging, reporting, root cause analysis and implementing future preventative measures and ensuring all electronic and manual processes and procedures are maintained to support Business Continuity.
• Provide support and professional communication to customers regarding a variety of information and policies that maybe be related to the CIPS qualifications.
• Responsible for updating and maintaining the accuracy of financial information and ensuring that systems are correctly maintained to enable accurate reporting.
• Responsible for the assessing of applications for membership upgrades based on the requirements set out for MCIPS.
• To investigate and manage direct debit payments, ensuring the member is informed and alternative payment options are provided.
• Taking personal accountability to be respectful of the potential for Conflict of Interest occurring and that you are knowledgeable of the internal and external regulatory requirements and your personal responsibility including escalation of any concerns.
• Personally, accountable for ensuring PCI compliance when receiving and processing payments.
• To carry out any additional customer service duties that may be requested as business needs change.

Skills and Qualifications

• Previous experience of working in a customer Service environment
• Strong Educational background
• Strong attention to detail and committed to quality and accuracy
• Good numeracy and literacy skills
• High level of IT literacy
• Commitment to 1st class customer service
• Ability to prioritise and work under pressure to tight deadlines
• Strongly motivated by working in a team environment
• Good level of verbal, written & skills

Benefits

• Life assurance
• Healthcare Plan
• Pension scheme
• Holiday
• Bonus Scheme

To Apply

If you feel you are a suitable candidate and would like to work for this reputable organisation, please do not hesitate to apply.